PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold. Example: A SaaS company notices its NPS drop.

Metrics 118

Metrics Benchmark SaaS Analytics 118

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

TeleDirect

DECEMBER 25, 2024

Example: Imagine a customer facing a technical issue with your product late at night. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Financial Services Provide account support and fraud detection. Track and analyze customer trends to improve service.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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. For example, the pre-built image requires one inference payload per inference invocation (request to a SageMaker endpoint).

Scripts 108

Scripts Metrics Engineering Analytics 108

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. Financial Services Handle account inquiries, loan applications, and fraud detection. Real-World Examples of 24/7/365 Call Center Services in Action 1.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

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. For example, you can give users access permission to download popular packages and customize the development environment. For details, see Creating an AWS account.

Metrics 95

Metrics APIs Engineering Accountability 95

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.

Management 104

Management APIs Engineering Metrics 104

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. Prerequisites To use the LLM-as-a-judge model evaluation, make sure that you have satisfied the following requirements: An active AWS account.

Metrics 93

Metrics Engineering APIs Benchmark 93

AWS Machine Learning

JANUARY 24, 2025

Analyze results through metrics and evaluation. The workflow steps are as follows: The user submits an Amazon Bedrock fine-tuning job within their AWS account, using IAM for resource access. The fine-tuning job initiates a training job in the model deployment accounts. Set up IAM permissions for data access.

Best practices 112

Best practices Accountability industry standards Metrics 112

Callminer

MARCH 2, 2020

Improving a major metric like first call resolution involves carefully keeping track of it and various others to accurately inform your decisions. Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Tracking Ideas. Track Customer Satisfaction.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

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. The following screenshot shows an example dashboard.

Metrics 106

Metrics Engineering Sales Marketing 106

Beyond Philosophy

DECEMBER 6, 2019

We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast. For example, often, the call center environment has a measure called “Average Call-Handling Time.” Ensure that you take that into account when you make these decisions.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

AWS Machine Learning

NOVEMBER 7, 2024

It contains services used to onboard, manage, and operate the environment, for example, to onboard and off-board tenants, users, and models, assign quotas to different tenants, and authentication and authorization microservices. Take Retrieval Augmented Generation (RAG) as an example. The component groups are as follows.

Enterprise 111

Enterprise APIs Government Accountability 111

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). Customer Service Survey Example Questions “Did our team resolve your issue efficiently?” “Did

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

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

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 81

Metrics Best practices Engineering APIs 81

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The code from this post and more examples are available in the GitHub repository.

Benchmark 85

Benchmark Metrics Engineering Feedback 85

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 84

Metrics Enterprise APIs Engineering 84

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. For example, you think differently about yourself when you buy a Jaguar vs. a Chevrolet. For example, I felt silly with the credit card on my head. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

AWS Machine Learning

MARCH 27, 2025

We also showcase a real-world example for predicting the root cause category for support cases. For the use case of labeling the support root cause categories, its often harder to source examples for categories such as Software Defect, Feature Request, and Documentation Improvement for labeling than it is for Customer Education.

Education 91

Education Engineering APIs Enterprise 91

AWS Machine Learning

NOVEMBER 20, 2024

To evaluate the effectiveness of a RAG system, we focus on three key metrics: Answer relevancy – Measures how well the generated answer addresses the user’s query. By implementing dynamic metadata filtering, you can significantly improve these metrics, leading to more accurate and relevant RAG responses. model in Amazon Bedrock.

Construction 115

Construction APIs Metrics Accountability 115

AWS Machine Learning

MARCH 25, 2025

Then we deep dive into the new rolling update feature for inference components and provide practical examples using DeepSeek distilled models to demonstrate this feature. Consider an example where a customer has 10 copies of an inference component spread across 5 ml.p4d.24xlarge You can find the example notebook in the GitHub repo.

APIs 85

APIs Engineering Accountability Metrics 85

Steve DiGioia

DECEMBER 5, 2016

A good example of this is Amazon.com. Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. is going out of cultural alignment. How to prevent it? Keep focused on the people.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you. Positive sentiment.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

AWS Machine Learning

JULY 31, 2023

It also enables you to evaluate the models using advanced metrics as if you were a data scientist. In this post, we show how a business analyst can evaluate and understand a classification churn model created with SageMaker Canvas using the Advanced metrics tab.

Metrics 96

Metrics Engineering Accountability Telecommunications 96

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Framed in this manner averages can be useful for long-term planning.

Management 195

Management Average Handle Time CCNG Contact Center 195

AWS Machine Learning

JANUARY 7, 2025

The project also requires that the AWS account is bootstrapped to allow the deployment of the AWS CDK stack. For example: "collection_name": "search-subtitles" Deploy the AWS CDK stack: cdk deploy Validate successful deployment by reviewing the OpsServerlessSearchStack stack on the AWS CloudFormation The status should read CREATE_COMPLETE.

Engineering 107

Engineering Metrics industry standards Finance 107

AWS Machine Learning

MARCH 11, 2025

How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? The following table provides example questions with their domain and question type. Vector database FloTorch selected Amazon OpenSearch Service as a vector database for its high-performance metrics. Each provisioned node was r7g.4xlarge,

Benchmark 93

Benchmark APIs Enterprise Scripts 93

Beyond Philosophy

JANUARY 13, 2022

For example, they might be a large brand that reflects positively on you based on your relationship. For example, if the customer in question doesn’t pay their bills on time or asks for extended payment terms, it requires much effort to get your compensation, which is an area that should be simple. But there are limits.

Accountability 195

Accountability Consulting Consulting Sales 195

AWS Machine Learning

MARCH 11, 2025

For example, DeepSeek-R1-Distill-Llama-8B offers an excellent balance of performance and efficiency. In the following code snippets, we use the LMI container example. See the following GitHub repo for more deployment examples using TGI, TensorRT-LLM, and Neuron. For details, refer to Create an AWS account.

Metrics 67

Metrics Benchmark Enterprise Telecommunications 67

AWS Machine Learning

MARCH 25, 2025

The ability to quickly retrieve and analyze session data empowers developers to optimize their applications based on actual usage patterns and performance metrics. Example use case To demonstrate the power and simplicity of Session Management APIs, lets walk through a practical example of building a shoe shopping assistant.

APIs 98

APIs Management Government Healthcare 98

CX Accelerator

FEBRUARY 6, 2019

Take a look at these examples: Brittany Naylor I was inspired by some really great comments from the Head of CX at Outdoor Voices this week on the topic of Next Issue Avoidance. So for example a client emailed in to pause his ads campaign. I've never focused on this as a metric so I have a couple of questions - 1.

Contact Center 206

Contact Center B2C B2B Metrics 206

Outsource Consultants

MARCH 18, 2025

In essence, outsourcing allowed the company to scale support capacity quickly without sacrificing quality , and even improve service metrics by dedicating internal experts to the most critical tasks. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CSM Magazine

JANUARY 20, 2025

Link your WhatsApp Business account to your organization’s professional phone number for added credibility. A WhatsApp Shared Inbox for Teams allows multiple support agents to respond to customer messages from the same WhatsApp account. ” or “Whats your return policy?

Customer Service 52

Customer Service Metrics Accountability Analytics 52

TeleDirect

JANUARY 4, 2025

Example: A missed call from a potential customer looking to purchase a product or service could mean losing hundreds or even thousands of dollars in sales. Example: A loyal customer trying to resolve an issue or inquire about a service might turn to another provider if they cant reach you. Providing support during global sales events.

Healthcare 62

Healthcare Call Center call center solutions Sales 62