AWS Machine Learning

OCTOBER 29, 2024

A multi-account strategy is essential not only for improving governance but also for enhancing security and control over the resources that support your organization’s business. In this post, we dive into setting up observability in a multi-account environment with Amazon SageMaker.

Government 93

Government Metrics Accountability APIs 93

AWS Machine Learning

NOVEMBER 14, 2024

We recently announced the general availability of cross-account sharing of Amazon SageMaker Model Registry using AWS Resource Access Manager (AWS RAM) , making it easier to securely share and discover machine learning (ML) models across your AWS accounts. Mitigation strategies : Implementing measures to minimize or eliminate risks.

Government 88

Government Management APIs Accountability 88

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Upselling Accountability 52

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Prospecting, opportunity progression, and customer engagement present exciting opportunities to utilize generative AI, using historical data, to drive efficiency and effectiveness.

Sales 119

Sales Accountability Feedback Metrics 119

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. How you handle, communicate with, and learn from account churn—user offboarding—is as crucial especially when the churned customer is a major account. The route includes account churn. There are many different causes of account churn. What is offboarding?

Accountability 52

Accountability Feedback Surveys SaaS 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 52

Metrics SaaS Surveys Self service 52

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

AWS Machine Learning

DECEMBER 5, 2022

Whether it’s registering at a website, transacting online, or simply logging in to your bank account, organizations are actively trying to reduce the friction their customers experience while at the same time enhance their security, compliance, and fraud prevention measures. The following diagram outlines the process. False non-match rate.

Metrics 74

Metrics Best practices Banking APIs 74

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. It’s a metric that’s used to determine the budget allocation for each call.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

AWS Machine Learning

JUNE 20, 2024

This makes it difficult to apply standard evaluation metrics like BERTScore ( Zhang et al. Addressing these evaluation and observability challenges is an active area of research, because robust metrics are critical for iterating on and deploying reliable RAG systems for real-world applications.

Metrics 125

Metrics Engineering Accountability Benchmark 125

OctopusTech

JULY 17, 2024

Platforms like Facebook, Instagram, Twitter, LinkedIn, and more allow companies to engage with customers, build their brand, advertise products and services, and analyze metrics to determine what’s working. The goal is to understand the health and performance of all social accounts to maximize their effectiveness.

Benchmark 62

Benchmark Metrics Advertising Accountability 62

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Expansion revenue can have a big impact on your SaaS metrics and your bottom line. One last word on best practices around customer success metrics. Customer Health.

Metrics 76

Metrics Best practices Customer retention SaaS 76

CX Accelerator

APRIL 1, 2020

Accountability. Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. What’s driving this paradoxical shift?

Metrics 228

Metrics Morale Benchmark Government 228

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

AWS Machine Learning

OCTOBER 28, 2024

In this post, we present a framework to customize the use of Amazon SageMaker Model Monitor for handling multi-payload inference requests for near real-time inference scenarios. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 101

Scripts Metrics Engineering Analytics 101

AWS Machine Learning

NOVEMBER 1, 2024

The rise of clinical trials presents a major sustainability challenge—they are often not sustainable and can contribute substantially to greenhouse gas emissions due to how they are being implemented. Over a 5-year period, it would mean that the entire trial would be responsible for about 630 metric tons of carbon dioxide equivalent.

Metrics 110

Metrics Transportation industry standards Analytics 110

AWS Machine Learning

NOVEMBER 15, 2024

ANLS is a metric used to evaluate the performance of models on visual question answering tasks, which measures the similarity between the model’s predicted answer and the ground truth answer. In the JumpStart view, you’re presented with the list of public models offered by SageMaker. respectively, on the DocVQA test set.

Benchmark 101

Benchmark Metrics Management Analytics 101

ClientSuccess

NOVEMBER 18, 2019

When it came to predicting account behavior and getting renewals, I thought I had a fail-proof strategy. It seems like a pretty reasonable strategy for predicting account behavior right? I took my entire book of business and put every single account I had on a whiteboard. Location : Silicon Slopes, Utah. Introduction.

Accountability 41

Accountability Management Best practices Metrics 41

RapportBoost

OCTOBER 20, 2018

– holding teams accountable, while having fun. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. – increasing agent retention and shortening agent learning curves. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

ClientSuccess

NOVEMBER 18, 2019

When it came to predicting account behavior and getting renewals, I thought I had a fail-proof strategy. It seems like a pretty reasonable strategy for predicting account behavior right? I took my entire book of business and put every single account I had on a whiteboard. Location : Silicon Slopes, Utah. Introduction.

Accountability 40

Accountability Management Best practices Metrics 40

CustomerSuccessBox

MAY 25, 2021

Measuring both of these metrics will give a more balanced view of your retention. You can know about other retention metrics which matters for your SaaS business . The key difference between GRR and NRR is, GRR does not take into account the revenue earned due to expansion, upsell or cross-sell. Net Retention rate (NRR).

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Customer Lifecycle.

Accountability 40

Accountability Management B2C Upselling 40

AWS Machine Learning

SEPTEMBER 16, 2024

When presented with the search queries, the RAG-based application searches the data source for relevant documents or passages. In this space, the similarity between the query and document vectors can be computed using standard distance metrics like cosine similarity or euclidean distance.

Enterprise 109

Enterprise Accountability APIs Metrics 109

AWS Machine Learning

NOVEMBER 22, 2024

Setup Prerequisites To run this demo in your AWS account, complete the following prerequisites: Create an AWS account if you don’t already have one. This accounts for errors due to position bias (choosing an answer due to its order/position) and verbosity bias (one answer longer than the other).

Consulting 82

Consulting Consulting APIs Calibration 82

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

AWS Machine Learning

FEBRUARY 29, 2024

In this post, we present a framework for automating the creation of a directed acyclic graph (DAG) for Amazon SageMaker Pipelines based on simple configuration files. The framework code and examples presented here only cover model training pipelines, but can be readily extended to batch inference pipelines as well. The model_unit.py

Scripts 112

Scripts Engineering Metrics Best practices 112

AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets.

APIs 95

APIs Government Best practices Metrics 95

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Customer Service Life

FEBRUARY 28, 2023

It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform. As someone who loves my metrics, I get giddy as I start considering just how many I can fit onto a single dashboard. But are more metrics really better?

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

AWS Machine Learning

OCTOBER 2, 2024

This example presents only a few of the queries used to test the agent, including the session information used from other systems and passed to the agent using sessionAttributes. User Query Session Attributes Session prompt Attributes Expected Response API, Knowledge Bases and Guardrails invoked What is my account balance?

Best practices 94

Best practices APIs Metrics Accountability 94

ChurnZero

NOVEMBER 8, 2024

Today, generative AI presents an unprecedented opportunity to tackle these challenges. Whether it’s updating an account, scheduling a meeting, or walking a customer through a complex setup, AI is removing friction from customer interactions. Training took months, and canned responses broke down the moment a customer veered off-script.

Scripts 52

Scripts Personalization Metrics Accountability 52