The Northridge Group
AUGUST 23, 2022
Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. There are a variety of reasons why monitoring calls for the highly regulated healthcare industry is a more complex process than monitoring calls in other industries.
Call Center Weekly
SEPTEMBER 14, 2017
One way to do this is through QA calibrations. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. A poor product or services will result in dissatisfied customers.
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Taylor Reach Group
JANUARY 11, 2018
The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s. By: Colin Taylor.
COPC
FEBRUARY 15, 2024
BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness.
Up Your Service
JUNE 16, 2015
What’s happening in the industry? Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. A means of calibrating and measuring how good – or bad – is the service you provide. What’s needed to succeed?
HGS
MARCH 18, 2015
The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. The BPO industry has become so technical and advanced that metrics are multiplying rapidly. This governance model guarantees alignment of interests and priorities among account stakeholders. Posted by Ross Duff.
AWS Machine Learning
MAY 23, 2023
Central to this paradigm is a pipeline-centric viewpoint for developing and operating industrial-strength ML systems. Such pipelines support structured and systematic processes for building, calibrating, assessing, and implementing ML models, and the models themselves generate predictions and inferences.
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