NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

JANUARY 29, 2024

The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study. Ensure that agents can quickly identify a CMS test call. Set expectations with agents.

Calibration 52

Calibration Call Center Scripts Telecommunications 52

Spearline

JULY 21, 2022

And, as with any technology, it needs to be employed correctly, updated regularly, and, most importantly, endless WebRTC testing. The WebRTC application development process requires a cycle of repeat testing using powerful, expensive client machines. testingRTC creates faster feedback loops from development to testing.

Scripts 98

Scripts APIs Metrics Analytics 98

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. Automate customer service at scale: AI-powered service can help customers address their common issues quickly, easily, and on demand.

Enterprise 109

Enterprise Wait times Personalization Analytics 109

AWS Machine Learning

OCTOBER 19, 2023

Content moderation in Amazon Rekognition Amazon Rekognition is a managed artificial intelligence (AI) service that offers pre-trained and customizable computer vision capabilities to extract information and insights from images and videos. Import images from an Amazon Simple Storage Service (Amazon S3) bucket and provide labels.

APIs 108

APIs Best practices Advertising Accountability 108

Spearline

JULY 12, 2022

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. The only way to know for sure what callers are experiencing is by testing voice call quality on your network. So, what is voice quality testing?

Telecommunications 98

Telecommunications Engineering Interactive Voice Response voip 98

AWS Machine Learning

NOVEMBER 8, 2023

In this era of cloud computing, developers are now harnessing open source libraries and advanced processing power available to them to build out large-scale microservices that need to be operationally efficient, performant, and resilient. Disk I/O operations – Inefficient code can perform excessive input/output (I/O) operations.

Analytics 97

Analytics Enterprise Scripts Big data 97

AWS Machine Learning

DECEMBER 19, 2023

PwC Machine Learning Ops Accelerator, built on top of AWS native services, delivers a fit-for-purpose solution that easily integrates into the ML use cases with ease for customers across all industries. Prediction service capability starts the deployed model to provide prediction through online, batch, or streaming patterns.

Analytics 104

Analytics Engineering Government Best practices 104

Spearline

JULY 4, 2022

Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications. But, as usage expands and grows, so does the importance of testing and monitoring WebRTC infrastructure to manage performance. What does WebRTC enable?

Enterprise 98

Enterprise APIs Metrics Technology 98

Spearline

MAY 3, 2022

Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. Studies show that phone calls are the most used channel for customer service. If your phone numbers are not functioning, or the line quality is poor, you simply cannot provide a quality customer service.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

AWS Machine Learning

SEPTEMBER 1, 2023

Data science team – Data scientists need to focus on creating the best model based on predefined key performance indicators (KPIs) working in notebooks. Business team – A product owner is responsible for defining the business case, requirements, and KPIs to be used to evaluate model performance.

Engineering 103

Engineering Accountability Construction APIs 103

AWS Machine Learning

NOVEMBER 30, 2023

As a fully managed service, you can scale your model deployments, minimize inference costs, and manage your models more effectively in production with reduced operational burden. Regardless, we recommend that you test and identify the best routing algorithm for your workloads.

Engineering 88

Engineering APIs Benchmark Enterprise 88

Spearline

MARCH 21, 2022

Insights into global inbound voice trends and country-by-country performance At Spearline we believe that it is essential to understand connectivity and communication practices at a global level. These precisely reproduce and test the call experience for users all over the world.

98

98

Spearline

AUGUST 26, 2022

Well, good news; at Spearline, we have a powerful scheduling tool that will execute test scripts in front of your WebRTC application at any interval throughout the day and night, alerting you to issues before your users even notice. Is your beauty sleep interrupted with nightmares of bad user experiences throughout the week?

Scripts 98

Scripts Benchmark Metrics Contact Center 98

AWS Machine Learning

OCTOBER 14, 2022

An important aspect of MLOps is to deliver a new version of the previously developed ML model in production by using established DevOps practices such as testing, versioning, continuous delivery, and monitoring. If not, your testing processes won’t be representative, and your model may behave differently in production. Requirements.

Metrics 81

Metrics Engineering Healthcare Analytics 81

VirtualPBX

SEPTEMBER 14, 2023

Choose a service provider: Make a shortlist of reliable VoIP service providers near you and select the perfect one that will meet all your project and budget requirements. Purchase equipment: Based on your service provider & configuration, you have to invest in VoIP adapters, phones, and other devices.

voip 105

voip CRM Consulting Consulting 105

AWS Machine Learning

APRIL 24, 2024

We present the reinforcement learning process and the benchmarking results to demonstrate the LLM performance improvement. The solution uses Amazon SageMaker JumpStart as the core service for model deployment, fine-tuning, and reinforcement learning. For this post, we performed supervised fine-tuning on the Mistral-7B model.

Engineering 98

Engineering Feedback Construction Analytics 98

AWS Machine Learning

MARCH 28, 2024

Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM performance. The resulting LLM outperforms LLMs trained on non-domain-specific datasets when tested on finance-specific tasks.

Finance 96

Finance Metrics Banking Engineering 96

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. How are top-performing organizations putting all that information to use? To learn more, contact us.

Healthcare 142

Healthcare Technology Self service Analytics 142

AWS Machine Learning

NOVEMBER 6, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Custom Queries provides a way for you to customize the Queries feature for your business-specific, non-standard documents such as auto lending contracts, checks, and pay statements, in a self-service way.

APIs 101

APIs Best practices Banking Accountability 101

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. The anonymous data revealed some surprising conclusions about how customers really feel about the service they receive, and what the best reps do to achieve better outcomes.

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

Spearline

AUGUST 31, 2021

A great starting point for QA is to survey your customers this could be done in a number of ways such as having a short survey at the end of a call or just having a page on the business website to leave comments on the service. For instance, any calls that were very long or short calls where the agent performed either great or poor.

Benchmark 103

Benchmark First call resolution Contact Center Call Center 103

AWS Machine Learning

DECEMBER 1, 2022

Amazon SageMaker now allows you to compare the performance of a new version of a model serving stack with the currently deployed version prior to a full production rollout using a deployment safety practice known as shadow testing. You can then compare the performance of the two versions using metrics such as latency and error rate.

APIs 78

APIs Metrics Management Engineering 78

AWS Machine Learning

NOVEMBER 17, 2022

However, there is often a lack of solid references for what good performance looks like and how to get there. Yara’s Energy Load Curve (ELC) is a solution that uses the best historical performance on energy consumption held up against current performance. SageMaker is a fully-managed service that covers the entire ML workflow.

APIs 92

APIs Accountability Metrics Engineering 92

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 70% of brands see a direct connection between customer service and performance. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

AWS Machine Learning

JANUARY 12, 2023

Amazon Comprehend is a fully managed and continuously trained natural language processing (NLP) service that can extract insight about the content of a document or text. This module implements an observability solution, including application logs, application performance monitoring (APM), and metrics. Overview of solution.

Engineering 107

Engineering APIs Accountability Metrics 107

AWS Machine Learning

OCTOBER 26, 2022

AWS Lambda is a serverless compute service that can provide real-time ML inference at scale. In 2021, ML inference was one of the fastest growing workload types in the Lambda service. Amazon SageMaker , Amazon’s fully managed ML service, contains its own model monitoring feature.

APIs 105

APIs Accountability Technology Enterprise 105

Spearline

OCTOBER 7, 2022

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. Let’s take a look at why and how call center testing forms the backbone of a solid call center infrastructure. Run the numbers.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

Spearline

OCTOBER 5, 2021

What is in-country number testing? In-country number testing replicates your customers’ experience when dialing toll and toll-free (also known as freephone) numbers and flags problems immediately. Without in-country number testing, you will only discover a problem if a customer complains. Why do I need in-country number testing?

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

AWS Machine Learning

APRIL 18, 2023

In his own words, “ RallyPoint is an online social and professional network for veterans, service members, family members, caregivers, and other civilian supporters of the US armed forces. The next challenge was to increase the engagement by members on job services offered on the site. Photo provided by the RallyPoint team.

Personalization 72

Personalization Metrics Healthcare Automotive 72

Spearline

JANUARY 13, 2022

According to research , the global market for VoIP services is projected to grow from $85.2 SIP pitfalls and challenges Research by The SIP School suggests that companies going down this road need to be cognizant of the performance of their new telephony infrastructure. billion in 2021 to $102.5 billion in 2026.

voip 105

voip Telecommunications Benchmark Contact Center 105

AWS Machine Learning

FEBRUARY 6, 2024

This document contains over 100 highly detailed technical reports created during the process of drug research and testing. By extracting key data from testing reports, the system uses Amazon SageMaker JumpStart and other AWS AI services to generate CTDs in the proper format. AI delivers a major leap forward.

Government 102

Government APIs industry solution Education 102

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and effortlessly build, train, and deploy machine learning (ML) models at any scale. SageMaker makes it straightforward to deploy models into production directly through API calls to the service. Live logs make debugging seamless.

Engineering 96

Engineering Best practices APIs Scripts 96

Spearline

MAY 12, 2021

Each of these services are mission-critical for businesses and can be a crucial area of differentiation for consumers between competitors. While you may be confident that your private enterprise network is successfully delivering traffic to you; do you have confidence in and evidence of the external network performing at all times?

Telecommunications 89

Telecommunications Technical Support Benchmark Enterprise 89

Spearline

MAY 25, 2021

Inbound voice service offerings are more intelligent than ever before. We looked at the results of test calls placed in each of the 49 countries selected for analysis and this report highlights the poorest and best performing countries for both connectivity and audio quality. But what about quality? per 100 UAE inhabitants.

Telecommunications 96

Telecommunications Management 96

Spearline

APRIL 6, 2021

Here are 6 key reasons you need to monitor and test your numbers. To know for sure what your customer is actually experiencing when they dial their local contact number, you need to test your numbers from outside your network. The only way to truly do this is by placing a test call from that country, into the local number.

Telecommunications 96

Telecommunications Benchmark industry standards Metrics 96