Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 62

Surveys Education Calibration Contact Center 62

AWS Machine Learning

DECEMBER 16, 2022

Fortuna provides calibration methods, such as conformal prediction, that can be applied to any trained neural network to obtain calibrated uncertainty estimates. This concept is known as calibration [Guo C. We introduce Fortuna , an open-source library for uncertainty quantification. 2020] , temperature scaling [Guo C.

Calibration 87

Calibration Benchmark Metrics Consulting 87

Connecting the Dots

SEPTEMBER 9, 2019

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 48

Surveys Education Calibration Contact Center 48

Robert Davis

APRIL 5, 2018

Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical. One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. According to Bob Davis, founder of Robert C. Completion rates.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical. One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. According to Bob Davis, founder of Robert C. Completion rates.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. It analyzes call data for insights by tracking various metrics such as call duration, call outcome, and agent performance.

Best practices 98

Best practices Call Center Gamification Contact center software 98

COPC

AUGUST 16, 2022

Measure three quality metrics vs. one overall quality score. Measure Three Quality Metrics vs. One Overall Score. But when we segmented the overall score into the three metrics mentioned above, the results told a different story. Sampling approaches, calibration, and overall program design also play critical roles.

Calibration 78

Calibration Metrics Benchmark Surveys 78

JustCall

NOVEMBER 24, 2022

To attribute the success of complex B2B deals, you need to attribute a high value to collaborative selling that requires other teams, stakeholders of the company, and prospects to be well-calibrated and peacefully collaborate with the sales process. It’s an extension of your consultation process. Be Friendly.

Accountability 52

Accountability Calibration Sales B2B 52

Service Agility

JANUARY 10, 2018

These metrics are used to drive improvement activities, evaluate agent performance, and portion out incentive compensation at all levels throughout the organization. The deepest dig into a service transaction happens during calibration sessions. The focus of calibration, of course, is getting everyone in line regarding ratings.

Calibration 40

Calibration Surveys Contact Center Metrics 40