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.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

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. We also used the Pearson correlation coefficient and the RMSE as general and interpretable accuracy metrics.

Calibration 85

Calibration Engineering Big data Automotive 85

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.

Calibration 83

Calibration Customer Service Coaching Contact Center 83

AWS Machine Learning

APRIL 3, 2023

The database was calibrated and validated using data from more than 400 trials in the region. The parent nodes are field-related parameters (including the day of sowing and area planted), and the child nodes are yield, nitrogen uptake, and nitrogen leaching metrics. The following figure illustrates these metrics.

Calibration 94

Calibration Engineering Scripts Accountability 94

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. 4) Conversion Metrics. Set up a metric that shows whether or not the agents are converting leads. Considering adding a new outsource call center partner in 2018? 5) Call Quality.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

SharpenCX

NOVEMBER 5, 2020

The key metrics you track are objective. Instead, the objective metric is a hard data point you use to quantify pieces of your agent’s performance. Do your agent performance tiles ( like these ) tell you that one agent consistently sits at the bottom of his peer group on important metrics like AHT and FCR? DO calibrate often.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Certified Languages International

JUNE 25, 2021

It’s for good reason, too — a health plan’s success on these metrics depend on the planning and preparation of their interpreting services company. We also work closely with our CMS clients and hold calibration meetings to discuss interpreter performance. Originally published 2/28/2018. CLI’s CMS planning never quits.

Calibration 52

Calibration Call Center Metrics Feedback 52