Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

AWS Machine Learning

MARCH 20, 2023

In this post, we show you how to build and deploy INT8 inference with your own processing container for PyTorch. Import intel extensions for PyTorch to help with quantization and optimization and import torch for array manipulations: import intel_extension_for_pytorch as ipex import torch Apply model calibration for 100 iterations.

Calibration 76

Calibration Scripts Benchmark APIs 76

Customer Relationship Metrics

JULY 26, 2017

When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Monet Software

AUGUST 11, 2020

3 Calibrate Quality Evaluations and Metrics. The key is in calibration among everyone who reviews contacts to ensure they are listening (and looking) for the same things in each call, email, chat and DM. A QM team whose sole mission is to address quality can intervene to promote QM improvements more proactively and effectively.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

AWS Machine Learning

APRIL 25, 2024

In this post, we explore leading approaches for evaluating summarization accuracy objectively, including ROUGE metrics, METEOR, and BERTScore. These metrics focus on assessing the overlap between the content of machine-generated and human-crafted summaries by analyzing n-grams, which are groups of words or tokens.

Metrics 101

Metrics Benchmark Government Calibration 101

AWS Machine Learning

JANUARY 17, 2023

We show you how to train, deploy and use a churn prediction model that has processed numerical, categorical, and textual features to make its prediction. For more information on specific solutions under each use case and how to launch a JumpStart solution, see Solution Templates. Solution overview. BERT + Random Forest.

Calibration 68

Calibration Metrics Accountability Technical Support 68

pindrop

AUGUST 16, 2021

It’s an informative metric that can reflect the impact of agent training programs as well as organizational processes and resources. A more efficient authentication process is one that is capable of calibrating the authentication requirements based on the desired action of the caller. Read More ».

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

AWS Machine Learning

FEBRUARY 2, 2023

In this post, we demonstrate how to use Spliced Binned-Pareto distribution implemented in GluonTS to robustly model such fat-tailed distributions. For more information on how to use GluonTS SBP, see the following demo notebook. We also used the Pearson correlation coefficient and the RMSE as general and interpretable accuracy metrics.

Calibration 72

Calibration Engineering Big data Automotive 72

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Taylor Reach Group

SEPTEMBER 25, 2018

First, we need to understand that what got us here (quantitative metrics, locked forecasts, echo chamber quality assurance and the illusion of Risk/Reward), will not take to where we want to go. How to achieve Best Outcomes and experiences. Let’s examine how a shift to the qualitative can help achieve ‘best outcomes and experiences’.

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

AWS Machine Learning

NOVEMBER 29, 2023

In this post, we show you how to integrate Amazon SageMaker Clarify LLM evaluation with Amazon SageMaker Pipelines to enable LLM evaluation at scale. Furthermore, these data and metrics must be collected to comply with upcoming regulations. Evaluating these models allows continuous model improvement, calibration and debugging.

Benchmark 78

Benchmark Metrics Engineering APIs 78

Back Office Centers

JANUARY 9, 2024

These metrics should be in line with the objectives of your company and offer information on the efficacy and efficiency of the outsourced procedures. But you have to achieve this without sacrificing the calibre of the products and services. Each back-end function determines how much outsourcing back-office activities will cost.

outsourcing 40

outsourcing Calibration Accountability Finance 40

Contact Center Pipeline

AUGUST 19, 2021

I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. Wow, your baby is so… sturdy!” or “Well, he is just… got such a great head of hair!” No one would EVER tell […].

Calibration 147

Calibration Metrics Contact Center Call Center 147

Expivia

OCTOBER 14, 2020

You Do Not Understand Call Center Metrics. Say you have someone who just got put into the position of trying to figure out how to operate your customer service. You Say No to Calibrations or Monitoring. This happens a lot. Your partnership with an Outsourcer should be just that: a partnership. Vendor Management.

outsourcing 78

outsourcing Call Center Calibration Finance 78

Global Response

OCTOBER 26, 2022

Call Center KPIs: The outsourced contact center partner should be able to explain how they calibrate performance through the monitoring and analysis of specific integral key performance indicators (KPI) and metrics. Dashboards: Receive examples of how the partner displays an overview of KPIs.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Quality Contact Solutions

MAY 4, 2021

If you needed to change the tire on your car because it was flat and you didn’t know how to do it, what would you do? Changing a tire isn’t too difficult if you know how to do it. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Outsource Consultants

MARCH 29, 2021

Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Sometimes one KPI will inevitably lower another, and KPI cannibalization is the act of setting success metrics that pull in opposite directions. Call Center Tip #5 — Collaborate and Calibrate.

Management 76

Management Calibration Call Center Average Handle Time 76

NobelBiz

APRIL 3, 2023

How to Implement Effective Call Center Quality Management Call Center Management Best Practices What is Call Center Quality Management? How to Implement Effective Call Center Quality Management Effective call center quality management can be implemented by following some best practices and meeting a few prerequisites.

Quality management 52

Quality management Call Center Management Calibration 52

AWS Machine Learning

OCTOBER 19, 2022

In this post, we show you how to build a dynamic, self-improving, and maintainable credit card fraud detection system with machine learning (ML) using Amazon SageMaker. Lastly, we compare the classification result with the ground truth labels and compute the evaluation metrics. This time we can also calculate the ROC AUC metric.

APIs 65

APIs Metrics Calibration Accountability 65

COPC

APRIL 1, 2022

It is often unclear what direct effects QA has on higher revenues, better business performance, and other financial metrics. When designing a QA function, our first consideration is how to establish a connection with the things that matter to the business. With proper calibration, tools such as RevealCX give you data you can trust.

Customer Experience 95

Customer Experience Management Coaching Best practices 95

NobelBiz

MARCH 26, 2024

Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. Test and Iterate: Continuously test and refine CXA strategies based on customer feedback and performance metrics to optimize results.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

AWS Machine Learning

APRIL 3, 2023

In this post, we demonstrate how to create this counterfactual analysis using Amazon SageMaker JumpStart solutions. Causal inference Causality is all about understanding change, but how to formalize this in statistics and machine learning (ML) is not a trivial exercise. The following figure illustrates these metrics.

Calibration 79

Calibration Engineering Scripts Accountability 79

AWS Machine Learning

APRIL 11, 2023

In this post, we explain how to run PySpark processing jobs within a pipeline. In addition, we showcase how to optimize your PySpark steps using configurations and Spark UI logs. The code samples show you how to set up and configure the ProcessingStep. The example code and deployment guide is also available on GitHub.

Calibration 71

Calibration Scripts Engineering Best practices 71

ChurnZero

MARCH 17, 2022

Great question – a quick primer for those that didn’t attend the webinar or read my book – when you are thinking about how to best focus your energies, think about how your customers view your product (user complexity) and how complex your product is (product complexity). Do you survey customers to determine?

Metrics 97

Metrics Calibration Accountability Customer Experience 97

24-7 InTouch

FEBRUARY 25, 2020

This helps agents understand not only how to do their job, but also how to become experts in the culture and products of the brand they service. Type: Determine what the most important metrics are that tell the full story. Delivery: How should the reports be communicated? SHARE THROUGH REPORTING. Average Talk Time.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

AWS Machine Learning

APRIL 8, 2024

Be mindful that LLM token probabilities are generally overconfident without calibration. For a guide on how to do this and a list of supported models, see TensorRT-LLM ahead-of-time compilation of models tutorial. Be mindful that LLM token probabilities are generally overconfident without calibration. Version 0.26.0

Engineering 80

Engineering Calibration APIs Enterprise 80

AWS Machine Learning

OCTOBER 5, 2022

These included determining the features required and modeling methods to predict an event that has a large amount of uncertainty, and determining how to use streaming PPT sensor data to identify where a face-off is occurring, the players involved, and the probability of each player winning the face-off, all within hundreds of milliseconds.

Calibration 88

Calibration Engineering Automotive Analytics 88

delighted

MARCH 24, 2020

Here are some highlights from this informative guide on how to handle your customer experience program during sensitive times. Take a break from metrics. Don’t be tempted to gather metrics for the sake of historic continuity, only to have to explain the variance during this time later on. Show and act with empathy.

Customer retention 42

Customer retention Customer Experience Real estate Feedback 42

CustomerSuccessBox

MAY 30, 2022

How to identify one? How will you identify clients experiencing this problem and what can you do to help them? To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. Suggested Read : How to do customer health score in 2022? Who is a Watermelon customer?

Upselling 52

Upselling Calibration Engineering Big data 52

SharpenCX

NOVEMBER 5, 2020

But, how do you, manager, with heaps of other work to do, stay on top of these daily supplements for your agents? With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. The key metrics you track are objective. DO weigh different metrics appropriately.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

AWS Machine Learning

JULY 3, 2023

AV/ADAS teams need to label several thousand frames from scratch, and rely on techniques like label consolidation, automatic calibration, frame selection, frame sequence interpolation, and active learning to get a single labeled dataset. Ground Truth supports these features.

APIs 78

APIs Calibration Scripts Automotive 78

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 14, 2023

Additionally, optimizing the training process and calibrating the parameters can be a complex and iterative process, requiring expertise and careful experimentation. However, this introduces a new challenge: how to properly manage these new types of fine-tuned models. However, these models are not without their challenges.

Management 84

Management APIs Best practices Calibration 84

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. How it’s changing.

Call Center 140

Call Center call center software outsourcing Coaching 140

Nicereply

MAY 24, 2023

Firstly, you need to know how to use them. How do you manage that complexity to make sure they all are successful with your products? Gunjan : The ultimate metric of success for any SaaS organization is net retention. This is a prerequisite to be able to calibrate strategy and iterate appropriately. Get some inspiration!

Calibration 52

Calibration SaaS Benchmark Education 52

NobelBiz

MAY 9, 2023

In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Use these metrics to assess their performance and identify areas for improvement. Optimize Call Scheduling A.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Interaction Metrics

JULY 10, 2023

You need to know how to use it so you can decide for yourself whether it’s the right fit for your company. Not necessarily, but you need to know how to use it so you can decide for yourself whether it’s the right fit for your company. It takes an investment in teams that know how to tag for that number to go down.

B2B 48

B2B Customer Experience Chatbots Feedback 48