Quality Contact Solutions

DECEMBER 16, 2020

Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. What is the goal of the script?

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Patricia Fripp is an executive speech coach and sales presentation skills trainer. Patricia is now virtually everywhere with FrippVT , her interactive, learn-at-your-own-pace, virtual presentation skills training. .

Customer Service 249

Customer Service Coaching Advertising Scripts 249

Beyond Philosophy

JANUARY 20, 2020

They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. For example, a manufacturer of premium pet food used the following to find out if a pet-owner was their target: Do you buy a present for your pet on their birthday? Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Callminer

MAY 26, 2020

If your First Call Resolution numbers are low, you may be dealing with several operational obstacles, including excessive complexity in your agents’ scripts, poor collaboration efforts between specialized support teams or even a faulty phone system. What metrics does your business make use of the most?

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Beyond Philosophy

FEBRUARY 2, 2024

Similarly, how you phrase prices or present choices can influence customers’ decisions. 11:46 We give our first thoughts about Smith’s ideas, and agree that neither of us thinks scripts are a great idea for customer interactions. Defensiveness is not a positive interaction with a brand, even at a subconscious level.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

Beyond Philosophy

MARCH 13, 2017

After a lifetime of wisecracking my way through business meetings, presentations and the like, I have some advice on when to use humor for the greatest impact: When you’re building a relationship. Scripted jokes don’t go as well as natural and genuine banter that lets personalities shine. That goes for your brand as well as you.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

Beyond Philosophy

AUGUST 16, 2024

For example, Synthesia generates AI voiceovers for video scripts, making updates easy and translating content for global audiences. Also, Absorb uses AI to create prompts-based presentations, reducing time and effort. There are a couple of helpful AI tools Cudby mentions.

Scripts 195

Scripts Customer emotions Education Personalization 195

Beyond Philosophy

FEBRUARY 8, 2024

How you present information changes how people perceive it. The same goes for how you price things or present options. You can finesse your presentation to have a desired effect on customers’ choices. That said, I am not an advocate of scripts in customer interactions. It’s a bit like framing.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

DECEMBER 10, 2015

The experiencing self lives in the present. Before you can rehearse a memory, it is vital that you have a good script from which to read! It is one of the cognitive traps we all have. He explains that all of us have two selves that experience things: the experiencing self and the remembering self.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Callminer

JULY 30, 2020

Remember to present the recap from the customer’s perspective. Apply active listening to ingest the information presented by the customer and repeat the facts back to them. While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued. Acknowledge.

Call Center 265

Call Center Customer Service Scripts Coaching 265

AWS Machine Learning

AUGUST 2, 2024

Earnings calls are live conferences where executives present an overview of results, discuss achievements and challenges, and provide guidance for upcoming periods. Traditionally, earnings call scripts have followed similar templates, making it a repeatable task to generate them from scratch each time.

Engineering 116

Engineering Scripts Metrics APIs 116

Callminer

MAY 29, 2019

Agents testing this path can be scored against adherence to the desired script or their ability to identify language which indicates a willingness to buy. This presents a huge risk to the call center. Ensuring compliance. Call recordings can help drive the right kind of compliant behavior.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Call Center Weekly

JULY 26, 2018

Business level evaluating- Is the scripting turning the customer away? People will always focus on the score, and not the real and valuable data points being presented to them. Are the agents treating your customers properly? What is the customer sentiment? Is this a repeat call due to lack of resolution?

Scripts 76

Scripts Contact Center Call Center Feedback 76

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. Understand customer needs and expectations.

Scripts 62

Scripts Call Center Customer Service Coaching 62

ShepHyken

JUNE 15, 2018

Chatbots that are designed to follow a specific scripted flow, supported by appropriate interfaces can work wonders for your business. For customer support, this translates to bots that present customers with a list of possible options and which can take specific actions in response to those options.

Chatbots 198

Chatbots Customer Support Healthcare Scripts 198

Call Center Weekly

APRIL 6, 2018

You may think that the other two people only provided me with a Yes or No (closed) question, or that they were too scripted. And then being so confident in your script that you remember that the script is only worthwhile if someone allows you to talk to them. Again, the answer is both yes, and no. And if you listen.

Sales 136

Sales Scripts Personalization Customer Experience 136

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. Patricia Fripp is an executive speech coach and sales presentation skills trainer. Patricia is now virtually everywhere with FrippVT , her interactive, learn-at-your-own-pace, virtual presentation skills training. .

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. Rather than sticking to a fixed script, it can change on the spot depending on what the customer is saying or doing.

call center software 59

call center software Scripts Call Center Personalization 59

Steve DiGioia

JANUARY 6, 2020

Curious. ? Interested in why things are, why they happen, and how to improve on the present way of doing things. Can Go Off Script. ? Nobody needs to write your words. You have little need for coaxing to get it done and seldom need help from others.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

AWS Machine Learning

FEBRUARY 29, 2024

In this post, we present a framework for automating the creation of a directed acyclic graph (DAG) for Amazon SageMaker Pipelines based on simple configuration files. The framework code and examples presented here only cover model training pipelines, but can be readily extended to batch inference pipelines as well. The model_unit.py

Scripts 104

Scripts Engineering Metrics Best practices 104

AWS Machine Learning

MARCH 15, 2023

SageMaker runs the legacy script inside a processing container. SageMaker takes your script, copies your data from Amazon Simple Storage Service (Amazon S3), and then pulls a processing container. The SageMaker Processing job sets up your processing image using a Docker container entrypoint script.

Scripts 126

Scripts APIs Engineering Construction 126

Callminer

APRIL 21, 2020

Good scripting can lessen the amount of decision making, but another way to counteract. The presentation is shown to everyone in the training. I often call reps to my office to ask their opinions on new systems, scripts, processes, etc. Attached is the new script and you’ll be trained on Monday.

Call Center 182

Call Center Management Scripts Coaching 182

Beyond Philosophy

AUGUST 22, 2024

For example, regarding customer education, she brings up Synthesia, which generates an AI voiceover for video scripts. Absorb creates presentations based on prompts one feeds it. Absorb creates presentations based on prompts one feeds it. Cudby also mentions Absorb , a company that uses AI in the learning management space (LMS).

Scripts 195

Scripts Education Personalization Consulting 195

AWS Machine Learning

FEBRUARY 14, 2024

This input manifest file contains metadata for a labeling job, acts as a reference to the data that needs to be labeled, and helps configure how the data should be presented to the annotators. This is where any formatting or special modifications to the items can be done before presenting the data to the annotators in the UI.

Scripts 115

Scripts Engineering Entertainment Healthcare 115

AWS Machine Learning

OCTOBER 5, 2023

We review the fine-tuning scripts provided by the AWS Neuron SDK (using NeMo Megatron-LM), the various configurations we used, and the throughput results we saw. For example, to use the RedPajama dataset, use the following command: wget [link] python nemo/scripts/nlp_language_modeling/preprocess_data_for_megatron.py

Scripts 110

Scripts Big data Engineering SaaS 110

AWS Machine Learning

OCTOBER 28, 2024

In this post, we present a framework to customize the use of Amazon SageMaker Model Monitor for handling multi-payload inference requests for near real-time inference scenarios. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 92

Scripts Metrics Engineering Analytics 92

AWS Machine Learning

NOVEMBER 30, 2023

You then perform a search against OpenSearch Service with the names and the embedding from the article to retrieve images that are semantically similar with the presence of the given celebrity, if present. The result from the multimodal model scores the images with a scarf present higher. Make a note of the URL to use later.

Scripts 106

Scripts APIs Entertainment Accountability 106

AWS Machine Learning

MARCH 8, 2023

SageMaker requires that the training data for an ML model be present either in Amazon Simple Storage Service (Amazon S3), Amazon Elastic File System (Amazon EFS) or Amazon FSx for Lustre (for more information, refer to Access Training Data). A Python script to connect to Secrets Manager to retrieve Snowflake credentials.

Scripts 117

Scripts Accountability Enterprise Management 117

AWS Machine Learning

JANUARY 6, 2025

To build an anomaly detection system using such techniques, you need to write custom scripts for processing as well for training. SageMaker provides support for developing scripts by extending in-built algorithm containers, or by building your own custom containers. SageMaker provides Processor classes for both approaches.

Scripts 92

Scripts Metrics Construction Accountability 92

AWS Machine Learning

JANUARY 8, 2024

The first allows you to run a Python script from any server or instance including a Jupyter notebook; this is the quickest way to get started. In the following sections, we first describe the script solution, followed by the AWS CDK construct solution. The following diagram illustrates the sequence of events within the script.

Scripts 99

Scripts Construction APIs Healthcare 99

AWS Machine Learning

MAY 29, 2024

Subsequently, we used Python to generate different types of visual presentation such as pie charts and funnel charts based on the text descriptions. bin/bash # Set the prompt and model versions directly in the command deepspeed /root/LLaVA/llava/train/train_mem.py --deepspeed /root/LLaVA/scripts/zero2.json

Scripts 115

Scripts Healthcare Metrics Finance 115

AWS Machine Learning

JULY 11, 2024

Retrieval Augmented Generation (RAG) is a popular paradigm that provides additional knowledge to large language models (LLMs) from an external source of data that wasn’t present in their training corpus. Python script that serves as the entry point. expand(token_embeddings.size()).float() tolist()} After creating the inference.py

Scripts 112

Scripts Accountability APIs Engineering 112

Fonolo

OCTOBER 21, 2021

Agents should exercise intuition for each unique interaction, rather than blindly following a script. By asking clarifying questions during customer interactions, your agents show customers that they are engaged and present in the conversation while gathering a full scope of the challenge at hand. Be an active listener.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

AWS Machine Learning

OCTOBER 31, 2024

Deploy the solution The application presented in this post is available in the accompanying GitHub repository and provided as an AWS Cloud Development Kit (AWS CDK) project. Run the script init-script.bash : chmod u+x init-script.bash./init-script.bash The script deploys the AWS CDK project in your account.

APIs 111

APIs Scripts Accountability Construction 111

TechSee

SEPTEMBER 29, 2020

For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer. Monotony can be alleviated by changing scripts or desk placement, for example. Agents can be assigned to different channels, such as voice, email, chat, and social media.

Call Center 196

Call Center Self service Gamification Contact Center 196

VirtualPBX

AUGUST 18, 2020

A main menu of options can be presented to the caller to “Dial 1 for Sales, 2 for Support” and so on. It isn’t difficult to create your own custom messages, following a helpful script if necessary. Voicemail boxes can be presented to callers without ringing a user’s device. What’s the Best Virtual Receptionist?

voip 105

voip Scripts Sales Marketing 105

AWS Machine Learning

JULY 25, 2024

Streamline content creation – Amazon Q can assist in generating drafts, outlines, and even complete content pieces (such as reports, articles, or presentations) by drawing on the knowledge and data stored in SharePoint. You need a Microsoft Windows instance to run PowerShell scripts and commands with PowerShell 7.4.1+.

Scripts 93

Scripts APIs Engineering Enterprise 93