CSM Magazine

JANUARY 29, 2024

Train teams to recognize the signs that a call is actually a test call—for example, overly scripted language or formulaic questions. Furnish agents with informational scripts. They should expect—and be willing—to take part in regular calibration sessions to review any calls that failed. Collect and share past questions.

Calibration 52

Calibration Call Center Scripts Telecommunications 52

AWS Machine Learning

JANUARY 17, 2023

Healthcare and life sciences. Note that the probability returned by this model has not been calibrated. Calibration is a useful property in certain circumstances, but isn’t required in cases where discrimination between cases of churn and non-churn is sufficient. Fraud detection. Computer vision. Predictive maintenance.

Calibration 73

Calibration Metrics Accountability Technical Support 73

Customer Relationship Metrics

JANUARY 11, 2017

The project was designed to use the same data collection method with the same survey script for both contact centers. So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”. You know what happens when you don’t have their trust.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67