TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Predict customer needs using data-driven insights. Financial Services Provide account support and fraud detection.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

AWS Machine Learning

NOVEMBER 15, 2024

Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. This can be useful when you have requirements for sensitive data handling and user privacy.

APIs 111

APIs Government Best practices Metrics 111

TeleDirect

JANUARY 7, 2025

The Importance of Security in Call Center Services While availability is crucial, its equally important to ensure the security of customer data. With increasing cyber threats and stringent compliance requirements, businesses need a call center that prioritizes data protection. Ensure secure transactions and data protection.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

AWS Machine Learning

DECEMBER 9, 2024

In the initial stages of an ML project, data scientists collaborate closely, sharing experimental results to address business challenges. However, keeping track of numerous experiments, their parameters, metrics, and results can be difficult, especially when working on complex projects simultaneously.

Metrics 95

Metrics APIs Engineering Accountability 95

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide them with checklists, guides, and best practices.

B2C 346

B2C Customer centricity Feedback Upselling 346

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

AWS Machine Learning

OCTOBER 28, 2024

Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 108

Scripts Metrics Engineering Analytics 108

AWS Machine Learning

JANUARY 24, 2025

Fine-tuning pre-trained language models allows organizations to customize and optimize the models for their specific use cases, providing better performance and more accurate outputs tailored to their unique data and requirements. Amazon Bedrock prioritizes security through a comprehensive approach to protect customer data and AI workloads.

Best practices 113

Best practices Accountability industry standards Metrics 113

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. This format promotes proper processing of evaluation data.

Metrics 94

Metrics Engineering APIs Benchmark 94

PeopleMetrics

JANUARY 21, 2025

Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold. Identifying Key Drivers in Real-Time AI correlates NPS with other data in real-timesuch as purchase attributes or support interactionsto uncover the drivers of customer loyalty. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Enterprise 113

Enterprise APIs Government Accountability 113

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. alone, e-commerce now accounts for 16.1% The data also has implications for future CX tech stack investments. In the U.S.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. Here are just a few examples of data that could be included in VoC.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

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. High latency may indicate high user demand or inefficient data pipelines, which can slow down response times.

Metrics 106

Metrics Engineering Sales Marketing 106

AWS Machine Learning

JANUARY 28, 2025

Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack. SageMaker is a data, analytics, and AI/ML platform, which we will use in conjunction with FMEval to streamline the evaluation process.

Management 104

Management APIs Engineering Metrics 104

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. In order to make the right decisions, you’ll also need proper customer data management.

Airlines 274

Airlines Metrics Advertising Sales 274

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

AWS Machine Learning

MARCH 6, 2025

In the rapidly evolving landscape of artificial intelligence, Retrieval Augmented Generation (RAG) has emerged as a game-changer, revolutionizing how Foundation Models (FMs) interact with organization-specific data. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Metrics 86

Metrics Enterprise APIs Engineering 86

AWS Machine Learning

MARCH 11, 2025

One of the most critical applications for LLMs today is Retrieval Augmented Generation (RAG), which enables AI models to ground responses in enterprise knowledge bases such as PDFs, internal documents, and structured data. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics?

Benchmark 103

Benchmark APIs Enterprise Scripts 103

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 90

Metrics APIs Engineering Accountability 90

AWS Machine Learning

NOVEMBER 20, 2024

One of its key features, Amazon Bedrock Knowledge Bases , allows you to securely connect FMs to your proprietary data using a fully managed RAG capability and supports powerful metadata filtering capabilities. Knowledge base – You need a knowledge base created in Amazon Bedrock with ingested data and metadata. model in Amazon Bedrock.

Construction 117

Construction APIs Metrics Accountability 117

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 83

Metrics Best practices Engineering APIs 83

Totango

FEBRUARY 12, 2025

It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. The enterprise solution Large customer accounts often have layered needs. Account-level segmentation Enterprise customers rarely behave as a single entity.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ShepHyken

SEPTEMBER 3, 2019

Taking this into account, it is almost always more profitable to retain existing customers versus acquiring new customers. Then build your loyalty program using this data. Metrics That Reflect Customer Equity. How can I use data analytics and metrics to improve my CX? There are high-, mid- and low-value customers.

Customer centricity 247

Customer centricity Metrics Analytics Marketing 247

AWS Machine Learning

MAY 30, 2024

The opportunities to unlock value using AI in the commercial real estate lifecycle starts with data at scale. Although CBRE provides customers their curated best-in-class dashboards, CBRE wanted to provide a solution for their customers to quickly make custom queries of their data using only natural language prompts.

Real estate 129

Real estate APIs Metrics Construction 129

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Management 133

Management APIs Engineering Government 133

AWS Machine Learning

JULY 23, 2024

Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data. One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics.

Accountability 116

Accountability Government Chatbots Best practices 116

AWS Machine Learning

SEPTEMBER 6, 2024

Specifically, such data analysis can result in predicting trends and public sentiment while also personalizing customer journeys, ultimately leading to more effective marketing and driving business. The central goal is to empower customers to directly query and analyze their creative performance data through a chat interface.

Analytics 122

Analytics Metrics Chatbots Engineering 122

AWS Machine Learning

FEBRUARY 21, 2025

It is a continuous process to keep the fine-tuned model accurate and effective in changing environments, to adapt to the data distribution shift ( concept drift ) and prevent performance degradation over time. Continuous fine-tuning also enables models to integrate human feedback, address errors, and tailor to real-world applications.

Benchmark 86

Benchmark Metrics Engineering Feedback 86

AWS Machine Learning

MARCH 25, 2025

As traffic grows and contextual data expands, state management also needs to efficiently scale. However, you need to set up the infrastructure, implement data governance, and enable security and monitoring. Prerequisites To follow along with this post, you need an AWS account with the appropriate permissions.

APIs 111

APIs Management Government Healthcare 111

ShepHyken

APRIL 29, 2019

Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Everyone agrees metrics are vitally important.

Customer Service 48

Customer Service Abandon rate Consulting Consulting 48

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Survey Gaming Asking customers to rate interactions highly can lead to biased data.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

AWS Machine Learning

JANUARY 12, 2023

At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. However, this can mean processing customer data in the form of personally identifiable information (PII) in relation to activities such as purchases, returns, use of flexible payment options, and account management.

Engineering 128

Engineering APIs Accountability Metrics 128

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. We ended up where we had customers generating decent revenue, but nowhere near the revenue they should to warrant the resources that we had devoted to the management of the account. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

AWS Machine Learning

DECEMBER 20, 2023

Whether logs are coming from Amazon Web Services (AWS), other cloud providers, on-premises, or edge devices, customers need to centralize and standardize security data. After the security log data is stored in Amazon Security Lake, the question becomes how to analyze it.

Engineering 131

Engineering Accountability Analytics Construction 131

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. Few companies have data on which of these drivers is most important for their customers. Organizations do have data, but it tends to be fragmented. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376