The Petrova Experience

JUNE 8, 2023

How do we deliver customer experience – and manage brand reputation – when the customer chooses to extend their journey with us? When calibrated intentionally, ChatGPT can reply to customer reviews in a unique brand voice, acknowledge responsibility for experience or service mis-steps, and present appropriate solutions.

Calibration 52

Calibration Customer Experience Customer centricity Feedback 52

AWS Machine Learning

APRIL 27, 2023

For each question and model-generated reasoning chain, we collect the correct reasoning chain, the type of error in the model-generated reasoning chain, and a description (in natural language) of why that error is presented in the provided reasoning chain. We propose multiple training algorithms to learn from the collected feedback.

Feedback 69

Feedback Calibration Benchmark Advertising 69

CSM Magazine

APRIL 2, 2024

They take over much of the supply chain, ensuring its day-to-day management doesn’t bog you down. Risk will always be present. Have Transparent Communication As you make changes and re-calibrate your supply chain, communicate transparently with your partners. Use those insights to reduce risk.

Calibration 40

Calibration Transportation Analytics outsourcing 40

AWS Machine Learning

FEBRUARY 2, 2023

Next, we present the data preprocessing and other transformation methods applied to the dataset. Finally, we present the model performance results. Furthermore, we looked at the probability of a touchdown and probability plots to evaluate calibration. We first describe the dataset used. k10 Baseline 0 4.074 9.62

Calibration 78

Calibration Engineering Big data Automotive 78

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. The sad reality is that most QM programs do more harm than good.

Quality management 61

Quality management Management Coaching Calibration 61

CSR Inc.

OCTOBER 1, 2017

Calibrations Aren’t Just a Chore. And to deliver on the promise of a quality program, supervisors must be supported by management. From the get-go, management buy-in is critically important, and will be one of the largest success factors. Management must commit to the process and provide all the support they can.

Calibration 59

Calibration Coaching Scripts Call Center 59

Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Effective setting of employee expectations is a critical part of successfully leading and managing a team. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Quality Contact Solutions

MAY 4, 2021

The details will help the call center management determine the skillsets required to build the best team to support your customers. The more information shared means they can present you with the best solution. Tina Lisell is a Senior Operations Manager for Quality Contact Solutions. Is there a need for multi-language support?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Back Office Centers

AUGUST 10, 2023

Data management and back office support are essential to your company’s overall operations. However, managing ordinary back-office activities can be a time and resource waster if your goal is to expand your company. We are one of India’s top data management and back office outsourcing company.

outsourcing 52

outsourcing Calibration Banking Accountability 52

Customer Service Life

NOVEMBER 15, 2020

In this article, I’m going to share some of the problems that were presented to me during my interview process for this role — all fairly normal problems I might add. But they are also easily used as a crutch, preventing agents from learning the material and tailoring responses to completely address concerns presented by customers.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

JustCall

NOVEMBER 23, 2022

It also lays the foundation for a concrete plan to bridge the gap and calibrate business performance. Once you have figured out the present, it is time to envision the future – at least what it should look like. Once again, you can make your case stronger by presenting your strategy through SMART objectives.

Sales 52

Sales Marketing Calibration Metrics 52

Blueship Call Center

NOVEMBER 28, 2023

Your customer service may suffer if you don’t have the knowledge and resources needed to create an email support campaign that is clearly defined and presented. Your email support teams that are outsourced should be able to help you by improving campaign management and email delivery.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. This scenario precisely presents the “ Watermelon Effect ”. Yes, comparing both the scores will show how both are different and which one presents a nearly accurate picture of the customer’s real intention.

Upselling 52

Upselling Calibration Engineering Big data 52

Back Office Centers

JANUARY 9, 2024

Outsourcing back-office functions may help businesses run more efficiently, maintain their competitiveness, and free up management time for other priorities. Your company grows thanks to new ideas, which also inspire you to develop your present product line, investigate undiscovered markets, and start innovative marketing efforts.

outsourcing 40

outsourcing Calibration Accountability Finance 40

JustCall

NOVEMBER 24, 2022

As a result, regulatory intelligence services boost efficiency in regulatory management and processing (in the present and for the future), improve stakeholder participation, grant transparency, fine-tune requirement prediction, act as a competitive differentiator, and more. So, use them to set the tone. Analyzing Regulatory Changes.

Government 52

Government Calibration Benchmark Marketing 52

CustomerSuccessBox

MARCH 28, 2022

This requires hours of calibration and recalibration. So then how can a customer success manager trust these signals? CS platform is NOT CRM + Analytics- Presenting the same old wine in a new bottle won’t work! Hiring qualified CSMs- A qualified customer success manager (CSM) is an asset. So what happens as a result?

Calibration 52

Calibration SaaS Customer retention Construction 52

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Smart Quality Management. Calibrate regularly. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Smart Quality Management. Calibrate regularly. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. The session was well received and every attendee asked for copy of the presentation ( you can find the deck online at SlideShare ). Center Leadership (Managers, Supervisors, Team Leads) often don’t participate in trainings.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Back Office Centers

NOVEMBER 3, 2023

An improved method of managing all non-core corporate operations, including finance, human resources, document management, accounting, and IT services, is through back office outsourcing bids. It not only manages the outsourced Order Processing Services but also re-engineers and distils them, enhancing the processes.

outsourcing 50

outsourcing Finance Calibration Business Process Outsourcing 50

CustomerSuccessBox

MAY 6, 2021

If that doesn’t happen, you escalate to your manager and so on. Here your power users can present the training to your team members on an ongoing basis. These rules need calibration at frequent intervals as customer behavior and product features change. Operational Management. Training your CSMs.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. This can be a powerful tool for outbound campaigns but requires careful monitoring and management to avoid abandoned calls and maintain compliance.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Connecting the Dots

SEPTEMBER 7, 2020

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. 6) are ignored by management because they may open Pandora’s box. See Your Employees As Your Internal Customers.

Surveys 62

Surveys Education Calibration Contact Center 62

JustCall

APRIL 5, 2023

With this background, let’s take a look at what JustCall has to offer: And now, let’s move on to Talkdesk and what it has to offer: The differences between the two are not very overt – probably only that JustCall is more visually presentable. Does it manage to make up for it and justify the cost? JustCall Talkdesk G2 4.2/5

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

AWS Machine Learning

NOVEMBER 14, 2023

Additionally, optimizing the training process and calibrating the parameters can be a complex and iterative process, requiring expertise and careful experimentation. However, this introduces a new challenge: how to properly manage these new types of fine-tuned models. However, these models are not without their challenges.

Management 94

Management APIs Best practices Calibration 94

C Space

MAY 18, 2020

Deep Dives: Amazon Strategies is a collection of videos, presenter’s decks and an Amazon Survival Guide from the Amazon Strategies Virtual Forum that provides insights and practical tips in order to help users grow their business. Schenck Process is not the only company tinkering with the presentation of its results.

Entertainment 52

Entertainment Advertising APIs Calibration 52

EPIC Connections

SEPTEMBER 28, 2017

What technology gaps are currently present? Technology needs to be flexible and easy-to-manage to accommodate the evolving workforce and support the future success of your business. Employers are faced with supporting the workforce of the future and the challenges that come along with mobile and geographically distributed employees.

Calibration 33

Calibration Benchmark Contact Center Technology 33

C Space

MAY 20, 2020

Ping Xiaoli , general manager of Baidu App, said that recent changes to consumer demands when it comes to live-streaming gives them a window of opportunity. is re-calibrating its product lineup to include more skincare and health and wellness products, as demand for those items has spiked during the pandemic. Nordstrom, Saks, Macy’s ).

Calibration 52

Calibration Engineering Analytics Management 52

Connecting the Dots

SEPTEMBER 9, 2019

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. 6) are ignored by management because they may open Pandora’s box. See Your Employees As Your Internal Customers.

Surveys 48

Surveys Education Calibration Contact Center 48

AWS Machine Learning

APRIL 8, 2024

LMI allows you to apply tensor parallelism; the latest efficient attention, batching, quantization, and memory management techniques; token streaming; and much more, by just requiring the model ID and optional model parameters. Be mindful that LLM token probabilities are generally overconfident without calibration. get('text') !=

Engineering 89

Engineering Calibration APIs Enterprise 89

Integrity Solutions

JANUARY 22, 2024

Let’s take a closer look at what it means to be trustworthy and credible and how you can build trust in sales, whether you’re a salesperson or a sales manager leading your team. That means being humble, empathetic, punctual and present. This is part of being present in any conversation you have with another person.

Sales 58

Sales Calibration Scripts Personalization 58

AWS Machine Learning

APRIL 25, 2024

Ideally, these evaluation metrics would quantify how well machine-generated summaries extract the most salient content from source texts and present coherent summaries reflecting the original meaning and context. Simply extracting relevant keywords and sentences doesn’t necessarily produce a coherent and cohesive summary.

Metrics 113

Metrics Benchmark Government Calibration 113

AWS Machine Learning

JULY 3, 2023

You upload your data, and the Ground Truth Plus team creates and manages data labeling workflows and the workforce on your behalf. Amazon SageMaker Ground Truth – Alternatively, you can manage your own data labeling workflows and workforce to label data. Ground Truth supports these features.

Calibration 86

Calibration APIs Scripts Automotive 86

ChurnZero

MARCH 17, 2022

However, on the whole, I would recommend having a cohesive “focus” for your company so that you can better present and weave the customer journeys of all of your customers and tell a better overarching customer story. How do you determine what amount of customer spend justifies a CSM managing their account vs only self-serve + Support?

Metrics 97

Metrics Calibration Accountability Customer Experience 97

Callminer

SEPTEMBER 5, 2017

Ensuring all agents gather and deliver 100% accurate information to consumers is a top priority for any QA manager, and something they must take incredibly seriously. One of the major challenges in this context is that managers typically estimate their agent calls throughout the month. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

ChurnZero

MARCH 17, 2022

However, on the whole, I would recommend having a cohesive “focus” for your company so that you can better present and weave the customer journeys of all of your customers and tell a better overarching customer story. How do you determine what amount of customer spend justifies a CSM managing their account vs only self-serve + Support?

Metrics 52

Metrics Calibration Accountability Customer Experience 52