VirtualPBX

JUNE 3, 2025

Call center KPI metrics track efficiency, productivity, and customer satisfaction within call centers. Make Call Center Metrics Personal Personal Dashboards are like Admin Dashboards, but customized to help keep team members informed and on track. Single Tiles Shows individual key metrics for a focused view.

Call Center 59

Call Center Metrics Average Handle Time Abandon Call 59

ShepHyken

JANUARY 26, 2025

Are Your CX Metrics Hurting Your Customer Experience? by Raj Sivasubramanian (MarTech) Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely adopted metrics.

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Whats the biggest CX challenge businesses face today? Consistency.

Customer Experience 238

Customer Experience Coaching Metrics Customer Service 238

CCNG

MARCH 26, 2025

Heres the tough reality: if CX isnt hitting broader business metrics, its not going to be seen as strategic. Speak the Language of Business Metrics The first step is understanding the metrics that matter most to your business leaders. Work with Finance to understand budget constraints and metrics that the C-suite monitors daily.

Metrics 195

Metrics Finance Upselling Engineering 195

Contact Center Pipeline

JUNE 11, 2025

In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems. I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.”

Contact Center 130

Contact Center Metrics Call Center Management 130

ShepHyken

MARCH 10, 2025

.” “You’re not using technology effectively if you’re only focusing on surface-level operational metrics. ” “CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”

Chatbots 196

Chatbots Customer centricity Metrics Feedback 196

CSM Magazine

MAY 13, 2025

Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational efficiency.

Metrics 52

Metrics Customer Service Contact center software Average Handle Time 52

PeopleMetrics

JUNE 11, 2025

Bottom Line: Purpose is the new metric. Implication: Be unapologetic about making money but be clear about how that money creates value for others. Impact is the new status symbol. It’s how Gen Z and Millennials evaluate your relevance, your authenticity, and your worth.

Metrics 62

Metrics Marketing Surveys Personalization 62

ShepHyken

DECEMBER 9, 2024

The number of customers who do not tell anyone about their experience has increased by over 6% Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Quotes: “The overall quality of customer experiences has improved. What’s changing is customer expectations.

Feedback 187

Feedback Airlines Best practices Surveys 187

ShepHyken

NOVEMBER 25, 2024

” “The average handle time is not a customer experience metric. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.” AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience.

Customer Support 226

Customer Support Average Handle Time Upselling Contact Center 226

CCNG

MAY 14, 2025

Misaligned metrics focused on efficiency over satisfaction often exacerbate these issues. > Misaligned Metrics Focusing solely on efficiencysuch as reducing average handle timeswithout considering customer satisfaction can lead to subpar service.

Contact Center 195

Contact Center CCNG Technology Metrics 195

Contact Center Pipeline

JUNE 4, 2025

This month, we focus on core issues in our contact centers, such as technology investments, service, remote work, terminology, AI and the human touch, metrics, budget cuts in government contact centers, CX, productivity, savings, and, of course, more AI. Our June issue of Contact Center Pipeline is now available. Have a wonderful month.

Contact Center 130

Contact Center Government Metrics Technology 130

Beyond Philosophy

MARCH 15, 2025

🔹 Net Promoter Score (NPS) isn’t the holy grail – It’s useful, but without deeper analysis, it’s just another vanity metric. Key Takeaways: 🔹 Short-form content is tricking us into thinking we’re learning – but real understanding takes time, effort, and curiosity.

Customer Experience 195

Customer Experience Consulting Consulting Metrics 195

ShepHyken

DECEMBER 16, 2024

Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark (CMSWire) Sentiment analysis a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take “big bets” that lead to breakthroughs.

Customer Experience 177

Customer Experience Metrics Feedback Customer Service 177

AWS Machine Learning

MARCH 6, 2025

Current RAG pipelines frequently employ similarity-based metrics such as ROUGE , BLEU , and BERTScore to assess the quality of the generated responses, which is essential for refining and enhancing the models capabilities. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Metrics 117

Metrics Enterprise APIs Engineering 117

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

Metrics 99

Metrics Engineering Benchmark APIs 99

AWS Machine Learning

OCTOBER 28, 2024

SageMaker Model Monitor adapts well to common AI/ML use cases and provides advanced capabilities given edge case requirements such as monitoring custom metrics, handling ground truth data, or processing inference data capture. For example, users can save the accuracy score of a model, or create custom metrics, to validate model quality.

Scripts 113

Scripts Metrics Engineering Analytics 113

AWS Machine Learning

NOVEMBER 14, 2024

The DS uses SageMaker Training jobs to generate metrics captured by , selects a candidate model, and registers the model version inside the shared model group in their local model registry. You can use the method mlflow.autolog() to log metrics, parameters, and models without the need for explicit log statements.

Government 103

Government Management APIs Accountability 103

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Q: What metrics are used to measure the success of a 24/7 call center? A: Key metrics include first call resolution (FCR), average response time, customer satisfaction scores (CSAT), and net promoter score (NPS).

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

AWS Machine Learning

OCTOBER 29, 2024

Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics. Evaluation, on the other hand, involves assessing the quality and relevance of the generated outputs, enabling continual improvement.

Best practices 114

Best practices Feedback Metrics APIs 114

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8% in 2022 to 28.1%

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

AWS Machine Learning

JANUARY 28, 2025

Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified. It keeps records of experiment names, run identifiers, parameter settings, performance metrics, tags, and locations of artifacts. You might want to create your own custom visualizations.

Management 111

Management APIs Engineering Metrics 111

AWS Machine Learning

DECEMBER 9, 2024

However, keeping track of numerous experiments, their parameters, metrics, and results can be difficult, especially when working on complex projects simultaneously. The mlflow.autolog() API can automatically log information such as metrics, parameters, and artifacts. You can also view the metrics as graphs. max_depth=2, gamma=0.0,

Metrics 101

Metrics APIs Engineering Accountability 101

CX Journey

MAY 21, 2025

People-first means employees and customers are put before products, profits, and metrics. How might we design systems that reflect our values, not just our metrics? Put people before products, profits, and metrics. Quite simply, the math works like this: taking care of employees means they will have a great experience.

Technology 98

Technology Customer centricity Metrics Coaching 98

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 99

Metrics Best practices Engineering APIs 99

TechSee

JUNE 6, 2025

The metrics? From Vision to Visibility In the last year alone, TechSee: Launched Connectivity Guru , a visual diagnostic layer for home networks Debuted Sophie AI , the visual brain behind multimodal agentic workflows Became a core visual layer in Salesforce’s Agentforce platform Was featured in Forbes , Inc. A CSAT over 80%.

Scripts 124

Scripts Enterprise Metrics Marketing 124

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. A: Key metrics include Average Handle Time (AHT), Call Abandonment Rate, and Service Level to continuously optimize performance.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

AWS Machine Learning

NOVEMBER 26, 2024

Datadog is excited to launch its Neuron integration , which pulls metrics collected by the Neuron SDK’s Neuron Monitor tool into Datadog, enabling you to track the performance of your Trainium and Inferentia based instances.

Metrics 109

Metrics Engineering Sales Marketing 109

Beyond Philosophy

FEBRUARY 10, 2022

For example, North Star Metrics should matter the most, and others would fall under that. Then, each unit can measure metrics from their efforts at those inputs. Stuart also suggests prioritizing the organization’s key performance indicators (KPI). Also, each business unit should measure its progress and collect data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416