Callminer

APRIL 23, 2019

Expert PCI Compliance Tips & Best Practices. Below, we’ve rounded up 17 tips and best practices for PCI compliance from industry and regulatory experts. Expand your call recording practices. Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts.

Best practices 159

Best practices Call Center Banking Contact Center 159

VirtualPBX

FEBRUARY 17, 2022

It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Do you see why the journey to service level agreement best practices is needed? To sum up, the SLA adds finer detail regarding the services provided and the metrics used to measure their performance.

Best practices 52

Best practices Service level Wait times Metrics 52

Vcaretec

JUNE 6, 2022

The metrics we use to measure omnichannel customer service experiences are core to a good relationship, and therefore, are core to a good shopping experience. Documentation - is the technical documentation fully up to the standards set by the brand and within the customized support process outlined by leadership?

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Comm100

OCTOBER 26, 2022

With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience. These are the best customer service practices that the most successful teams all follow. Agent assistance. All customers see is a fast and accurate response. SLA policies. Personalization.

Best practices 52

Best practices Customer Service Chatbots Personalization 52

AWS Machine Learning

MARCH 21, 2023

In addition, they can view near real-time utilization metrics and create Amazon CloudWatch metrics to view and programmatically query SageMaker quotas. This architecture includes the following workflow: A CloudWatch metric monitors the usage of the resource. Choose Select metric. Select the metric you want to monitor.

Best practices 77

Best practices Metrics Accountability Engineering 77

JustCall

MARCH 7, 2023

Read on for to know more on the same, along with pro tips and strategies to create a sales process tailored to a digital ecosystem and discover some of the best practices for hybrid work. This article reveals the pros and cons of this work model and some hybrid workplace best practices to build a productive team.

Best practices 52

Best practices Sales Morale Personalization 52

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 85

Best practices Metrics Feedback Enterprise 85

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. To follow along with this post, you should be familiar with the previous posts in this series ( Part 1 and Part 2 ) and the guidelines in Guidance for Intelligent Document Processing on AWS.

APIs 94

APIs Metrics Enterprise Benchmark 94

JustCall

DECEMBER 10, 2020

Below are 11 call center training tips and best practices to ensure your agents can deliver a positive customer experience. Call Center Agent Training Best Practices. With call recordings, you can evaluate the best practices for quality service and growth in sales. Explain the Importance of KPIs and Metrics.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Sales Team Training Best Practices Checklist for Your Salespeople. It’s not a bad idea to document your company’s best practices for sales team training.

Best practices 62

Best practices Sales Call Center Coaching 62

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. The SaaS customer retention best practices below will help you understand the needs of your customers so that you can act proactively and maximize renewals. Customer Retention Best Practices.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Mindtouch

FEBRUARY 7, 2017

But if you look around for advice related to Customer Success metrics, you’ll find that the measures are all weighted towards revenue growth, and not driving value for the customer. Take this recent post from Business2Community on the “4 Customer Success SaaS Metrics the Can’t Be Ignored” : the can’t-miss metrics include: Churn/Retention.

Metrics 63

Metrics Best practices SaaS Marketing 63

Callminer

JANUARY 18, 2021

Use of recorded calls where similar issues were handled adeptly are particularly effective here.” – 5 Call Center Training Best Practices , CallMiner; Twitter: @CallMiner. They are an easy way to track metrics and discover trends within your agents. Offer rewards for great performance. This is short-sighted.

Best practices 226

Best practices Call Center Contact Center Scripts 226

AWS Machine Learning

OCTOBER 5, 2023

We demonstrate this using an Amazon Comprehend custom classification to build a multi-label custom classification model, and provide guidelines on how to prepare the training dataset and tune the model to meet performance metrics such as accuracy, precision, recall, and F1 score. For Input format , choose One document per line.

Benchmark 97

Benchmark Best practices Metrics Government 97

Select VoiceCom Blog

APRIL 17, 2023

Always remember to have every change documented and cite every reason. Establishing key performance indicators (KPIs) and monitoring these metrics help you measure progress and flag any factors that might be an issue in the long run. Having records can help with troubleshooting in the future.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Agent-Level Scorecards Keep agent-level scorecards focused on agent-level metrics.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

CSM Magazine

FEBRUARY 27, 2024

This includes documents, customer data, market research findings, social media metrics and more. These platforms often feature tools such as document-sharing capabilities, version control mechanisms, real-time editing options and project management functionalities that promote collaboration among teams.

Best practices 52

Best practices Marketing Analytics Metrics 52

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. Ensure Customer Onboarding Readiness.

Best practices 48

Best practices Accountability SaaS Metrics 48

Expivia

FEBRUARY 15, 2024

By learning from your data and emulating the best practices of your top agents, Autopilot can handle a wide range of customer inquiries, providing consistent, high-quality responses and freeing up human agents for more complex issues.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. It hasn’t always been easy, but we’ve diligently documented some of the lessons learned so that we can share these with other SaaS companies aiming to build a customer community.

SaaS 98

SaaS Best practices Gamification Feedback 98

AWS Machine Learning

AUGUST 14, 2023

Enterprise search is a critical component of organizational efficiency through document digitization and knowledge management. Enterprise search covers storing documents such as digital files, indexing the documents for search, and providing relevant results based on user queries. Initialize DocumentStore and index documents.

Enterprise 70

Enterprise Scripts Best practices Analytics 70

Interaction Metrics

OCTOBER 31, 2023

At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys. Best Practices for HealthCare Surveys I think it’s safe to say this exchange was uncomfortable for both parties, so let’s rewind. Seems unlikely. Seems more likely.

Healthcare 62

Healthcare Surveys Construction Metrics 62

AWS Machine Learning

FEBRUARY 16, 2023

New supported data formats Previously, Amazon Kendra supported documents that included structured text in the form of frequently asked questions and answers, as well as unstructured text in the form of HTML files, Microsoft PowerPoint presentations, Microsoft Word documents, plain text documents, and PDFs. As a data source.

Enterprise 70

Enterprise APIs Engineering Best practices 70

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 124

Best practices Government Engineering Accountability 124

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. These off-site training sessions give employees the chance to keep up with industry best practices and bring back ideas that can help the workplace. Along the way, they’ll share insight and best practices as they complete their daily workload.

Call Center 141

Call Center Contact Center Coaching Gamification 141

AWS Machine Learning

JANUARY 8, 2024

AWS customers in healthcare, financial services, the public sector, and other industries store billions of documents as images or PDFs in Amazon Simple Storage Service (Amazon S3). In this post, we focus on processing a large collection of documents into raw text files and storing them in Amazon S3.

Scripts 89

Scripts Construction APIs Healthcare 89

Global Response

DECEMBER 21, 2022

If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), Not only does it ensure agents are using your known best practices, but it also enables your team to find and create best practices by listening and evaluating successful calls. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Vcaretec

JULY 18, 2023

The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Pay close attention to the vendor's justifications, which are based on their expertise and best practices. However, it's only effective if you pick the correct supplier.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Global Response

DECEMBER 21, 2023

The benefits of outsourcing customer service are well-documented, but what about your technical support? This is why it’s so essential to work with an outsourcing partner that follows best practices for data privacy and security and has relevant certifications to ensure they’re keeping your customer data safe. Understand CSAT.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Totango

DECEMBER 1, 2021

An agile approach to CS management can be broken down into seven steps: Document your client’s requirements. Document Your Client’s Requirements. Effective agile CS starts with clear, documented requirements based on client engagement and input. Standardize your documentation approach by developing a requirements template.

Government 96

Government Journey mapping Accountability Benchmark 96

Fonolo

SEPTEMBER 21, 2021

But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new talent, researching the latest call center technology , and keeping customers happy are only a few parts of a call center manager’s day. Best practices for call center manager evaluations. Average Handle Time (AHT).

Call Center 81

Call Center Abandon rate Management First call resolution 81

Education Services Group

JULY 1, 2022

The importance of taking the time to level-set and define the three letter acronyms and metrics that are critical to meeting your business objectives. The dangers and risks of using NPS as a scenario-based metric rather than using it to identify champions and advocates of your brand. Document what needs to be solved tomorrow.

Best practices 52

Best practices Metrics Analytics Accountability 52

AWS Machine Learning

NOVEMBER 22, 2023

An intelligent document processing (IDP) project usually combines optical character recognition (OCR) and natural language processing (NLP) to read and understand a document and extract specific entities or phrases. Protect PII in IDP output – For documents including PII, any PII in IDP output also needs to be protected.

APIs 84

APIs Accountability Enterprise Transportation 84