Customer Service Life
SEPTEMBER 7, 2018
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. Click here to read the original.
Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. Where does quality calibration come into play? In a past article I wrote about the importance of a quality calibration process to ensure that everyone is aligned and scoring customer interactions the same way. Click here to read the original.
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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.
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. Processes and feedback mechanisms must be set up or re-calibrated. Jeannie Walters (@jeanniecw) May 8, 2018.
Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. Here are some of the benefits of a great quality tool: Effortlessly create forms and calibrations. Once the form is created and in use, it’s important to regularly calibrate as a team to make sure everyone is grading the same way. Questions abound.
AWS Machine Learning
APRIL 3, 2023
The database was calibrated and validated using data from more than 400 trials in the region. The following figure shows RGB channels of consecutive satellite visits representing the vegetative and reproductive stages of the corn phenology cycle, with (right) and without (left) crop masks (CW 20, 26 and 33, 2018 Central Illinois).
DMG Consulting
JULY 26, 2018
Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.
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