2018 Accountability Calibration 
Customer Service Life
SEPTEMBER 7, 2018
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. This is one easy way to insert CSAT into your quality calibrations and coaching. Click here to read the original.
AWS Machine Learning
FEBRUARY 2, 2023
There are around 3,000 and 4,000 plays from four NFL seasons (2018–2021) for punt and kickoff plays, respectively. Models were trained and cross-validated on the 2018, 2019, and 2020 seasons and tested on the 2021 season. Furthermore, we looked at the probability of a touchdown and probability plots to evaluate calibration.
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360Connext
MAY 17, 2018
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. They’re building frameworks to hold leaders accountable for their specific part of the journey.
Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. Think of procedures like taking good account notes so a customer doesn’t have to rehash their issue if they call back. Security – At a minimum, security means properly authenticating customers before disclosing or changing information on their account.
AWS Machine Learning
APRIL 3, 2023
Prerequisites You need an AWS account to use this solution. To run this JumpStart 1P Solution and have the infrastructure deployed to your AWS account, you need to create an active Amazon SageMaker Studio instance (refer to Onboard to Amazon SageMaker Domain ). However, association is not causation.
Call Experts
SEPTEMBER 18, 2019
In addition, we hold regular Quality Assurance calibrations with all of our management teams to guarantee that we are listening for, grading and coaching those specific aspects of a call that lead to a seamless, enjoyable experience for all of your callers. 10 Trends That Will Disrupt Customer Service in 2018. Do you have the answers?
The Petrova Experience
APRIL 4, 2023
If you are an accountant, or a retailer, you can leverage OpenAI to generate customer-facing correspondence and other simple communications products. To minimize the impact of this one-star review, calibrate a response via OpenAI. We talked about Voice Profiling in an AI article published back in 2018. It warrants another look.
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