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Why Call Center Quality Assurance Is So Important

Global Response

For example, you might measure first call resolution rate, average hold time and average handle time, while also measuring how satisfactorily the agent resolved the call, how empathetic or understanding the agent was of the customer’s problems, the overall quality of the information or solution provided, and so on.

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Use RAG for drug discovery with Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Before you can write scripts that use the Amazon Bedrock API, you’ll need to install the appropriate version of the AWS SDK in your environment. You will not be paid for participation, but the study will reimburse expenses related to participation like transportation, parking, etc. Reimbursement amounts and process are provided.

APIs 113
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Revolutionizing Guest Services with Chatbots in the Hospitality Industry

Netomi

They have transitioned from basic scripted answers to sophisticated AI-driven assistants capable of understanding and responding to complex queries. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention.

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Architect defense-in-depth security for generative AI applications using the OWASP Top 10 for LLMs

AWS Machine Learning

Lastly, we connect these together with an example LLM workload to describe an approach towards architecting with defense-in-depth security across trust boundaries. We then discuss how building on a secure foundation is essential for generative AI.

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Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

“When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip.

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Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

SharpenCX

We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. As the company continues to expand and change the way we taxi about, we’re exploring 7 ways they’re setting customer experience examples we can all learn from. Get the guide.

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Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

SharpenCX

We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. As the company continues to expand and change the way we taxi about, we’re exploring 7 ways they’re setting customer experience examples we can all learn from. Get the guide.