AWS Machine Learning

OCTOBER 2, 2023

In Part 1 of this series, we drafted an architecture for an end-to-end MLOps pipeline for a visual quality inspection use case at the edge. The focus on managed and serverless services reduces the need to operate infrastructure for your pipeline and allows you to get started quickly. Labeling jobs are used to manage labeling workflows.

Scripts 87

Scripts Construction Engineering APIs 87

ijgolding

DECEMBER 4, 2019

Is that the result or outcome of good quality? In line with modern Quality management practices, Quality comes down to two things: The objectively measurable aspects of a product, most distinctly expressed as something free of fault. Customer perception of Quality is a shared experience. Descartes). Protagoras).

Quality management 92

Quality management Construction Customer emotions Coaching 92

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. Responses to constructive criticism can range from dejection to defensiveness. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement. There is a Better Way.

Analytics 76

Analytics Contact Center Quality management Construction 76

Playvox

NOVEMBER 3, 2021

True quality management involves company leaders and employees identifying improvement opportunities and working together to resolve them. Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. Sign up for our newsletter.

Contact Center 103

Contact Center Calibration Construction Morale 103

Playvox

MAY 24, 2022

This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent. SoFi partnered with Playvox.

Big data 72

Big data Construction Banking Coaching 72

CSM Magazine

APRIL 28, 2021

AI-driven quality management (QM) and speech analytics help identify the one word that keeps cropping up in customer conversations to flag up issues, categorise calls and then prioritise them. Smarter approach to Workforce Engagement Management (WEM) leads the way.

CRM 59

CRM Analytics Multichannel Telecommunications 59

NICE inContact

AUGUST 1, 2017

Thus, it’s not surprising to see this behavior in coaching and management as well. Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Implement performance management tools. Automated quality management tools can also be configured to be more positive.

Coaching 49

Coaching Contact Center Construction Gamification 49

NobelBiz

SEPTEMBER 12, 2023

Monitoring and optimizing these components collectively contribute to achieving efficient and effective Talk Time management in call centers. This not only reduces customer wait times but also enhances the quality of service as agents can provide accurate and timely responses.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents? The supervisor or manager may also be stressed by his or her inability to help the rest of the team.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Customer Guru

MARCH 7, 2018

As a CX professional, I believe what differentiates a successful project is the thinking that goes into it right at the time when it is constructed to meet an objective. The construct itself has a tremendous impact on the outcome rather than just the conduct. Let us know the role CX has played in shaping your career as a professional?

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

DMG Consulting

JULY 26, 2018

Encourage coaches to share positive feedback as well as constructive criticism. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them. Allow agents to evaluate their own interactions, as they are typically harder on themselves than an evaluator would be.

Best practices 48

Best practices Call Center Calibration Gamification 48

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98