Expivia

OCTOBER 20, 2020

This will make sure that you get the most our of your calibration sessions and you will be able to trust the scores your call center partner should be giving you weekly. Have Weekly Calibration Sessions. The post How to Properly Manage a Call Center Outsourcer appeared first on Expivia Interaction Marketing Group.

outsourcing 95

outsourcing Call Center Management Calibration 95

AWS Machine Learning

OCTOBER 5, 2022

We explored nearest neighbors, decision trees, neural networks, and also collaborative filtering in terms of algorithms, while trying different sampling strategies (filtering, random, stratified, and time-based sampling) and evaluated performance on Area Under the Curve (AUC) and calibration distribution along with Brier score loss.

Calibration 102

Calibration Engineering Automotive Analytics 102

AWS Machine Learning

FEBRUARY 2, 2023

With advanced analytics derived from machine learning (ML), the NFL is creating new ways to quantify football, and to provide fans with the tools needed to increase their knowledge of the games within the game of football. To avoid leakage during cross-validation, we grouped all plays from the same game into the same fold.

Calibration 85

Calibration Engineering Big data Automotive 85

AWS Machine Learning

APRIL 8, 2024

Be mindful that LLM token probabilities are generally overconfident without calibration. Transformers-NeuronX backend The updated release of NeuronX included in the LMI NeuronX DLC now supports models that feature the grouped-query attention mechanism, such as Mistral-7B and LLama2-70B.

Engineering 103

Engineering Calibration APIs Enterprise 103

Expivia

OCTOBER 14, 2020

You Say No to Calibrations or Monitoring. You should want to blind monitor or at least set up weekly or monthly calibrations to make sure you, your outsourcer, and your clients are all on the same page. The post Ten Reasons You Should Never Outsource Your Call Center appeared first on Expivia Interaction Marketing Group.

outsourcing 78

outsourcing Call Center Calibration Finance 78

AWS Machine Learning

AUGUST 7, 2024

Because the automation takes care of repetitive analytics tasks, technical resources can focus on relentlessly improving the quality and thoroughness of the MLOps pipeline to improve compliance posture, and make sure checks are performing as expected. This QA dataset works to highlight biases affecting various social groups.

Government 113

Government Benchmark Scripts Enterprise 113

NICE inContact

JUNE 21, 2016

Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. Focusing narrowly on taking punitive and corrective actions harms the synergy of the quality and operations groups. DO: Hold recurring calibration sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Outsource Consultants

JANUARY 16, 2025

Technology Integration: Leverage AI-powered tools for speech analytics, sentiment analysis, and automated scoring. Regular surveys and focus groups can provide invaluable insights into what customers value most in their interactions with your brand. This ensures that agents constantly improve their skills.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

CSR Inc.

JULY 9, 2017

Bad Data Can Do More Harm than No Data From a management standpoint, it is important to ensure that the right information & analytics are put in the hands of managers & supervisors, so they can properly assess agent or CSR performance, and identify growth or improvement targets.

Call Center 48

Call Center Calibration Management Coaching 48

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Focus on the game, not the score… ”.

Call Center 140

Call Center call center software outsourcing Coaching 140

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. It then delivers connects / “Hellos” to a single agent or group of agents in a pre-determined algorithm. Prioritize Customer Experience A. Minimize Call Wait Time Nobody enjoys being put on hold!

Best practices 98

Best practices Call Center Gamification Contact center software 98

Playvox

FEBRUARY 29, 2024

With AI-powered analytics and predictive modeling, businesses can analyze customer data to identify patterns and trends, allowing them to proactively address customer needs. For example, if you are looking at implementing an AuoQA solution, you’ll want to test the solution to calibrate against any system you are using today.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

CustomerSuccessBox

MAY 6, 2021

In most Customer retention software, you can group customers as per segments and create workflows, alerts, and tasks. The integration with the customers’ technology stack (CRM, Support Tool, Billing/Subscription Tool, Analytics tool, etc.) Step 5- Configure engagement analytics . Training your CSMs. is completed.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ClearAction

MAY 29, 2016

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

aircall

MARCH 17, 2016

Schedule monthly calibrations with representatives from all of our different departments to review calls. When your customers email you about a great experience, you can announce it to the group, post it on an overhead call board monitor, and put it on the ‘shout out’ bulletin board in your openspace.

Best practices 59

Best practices Call Center Calibration Coaching 59

Balto

JANUARY 11, 2024

” That’s the question I posed to a group of customer service professionals. Do you have to calibrate against actual customer surveys? You’ll need the same analytical skills you’re already using to evaluate customer feedback. “Do you enjoy filling out customer service surveys?”

Surveys 52

Surveys Customer Service Contact center software Calibration 52

NobelBiz

APRIL 3, 2023

Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach. This could include call recording software, speech analytics, and quality monitoring software. This can lead to inconsistent evaluations and missed opportunities for improvement.

Quality management 52

Quality management Call Center Management Calibration 52

Blueship Call Center

MARCH 31, 2023

When you hire a group of agents to work for you in a call center, you are engaged in call center outsourcing. To provide your clients with the greatest service possible right away, your firm may hire a group of competent and excellent call center representatives through outsourcing. What Is Outsourcing of Contact Centers?

outsourcing 45

outsourcing Call Center Calibration Contact Center 45

CustomerSuccessBox

MARCH 28, 2022

CS Ops dependency – Ultimately, the Customer Success Ops team is a group of people. This requires hours of calibration and recalibration. CS platform is NOT CRM + Analytics- Presenting the same old wine in a new bottle won’t work! Problems with the current Customer Success platforms.

Calibration 52

Calibration SaaS Customer retention Construction 52

C Space

MAY 20, 2020

Teams agreed to start non-contact training in small groups from Tuesday. Retail data analytics firm Skypad is unveiling an app that US consumers can use to find out which stores in their area are re-opening. “That will enable us to give confidence the protocols are being complied with.” Nordstrom, Saks, Macy’s ).

Calibration 52

Calibration Engineering Analytics Management 52

Robert Davis

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

AWS Machine Learning

OCTOBER 19, 2022

For the sample dataset, we use the public, anonymized credit card transactions dataset that was originally released as part of a research collaboration of Worldline and the Machine Learning Group of ULB (Université Libre de Bruxelles). This adds a useful calibration to our model. After experimenting different thresholds from 0.1–0.9,

APIs 76

APIs Metrics Calibration Accountability 76

Connecting the Dots

APRIL 3, 2024

Although applying text analytics to employee chat rooms and e-mail exchanges might certainly produce some useful data, doesn’t this seem to be as great a violation of privacy as the lack of anonymity with regular employee surveys?

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Although applying text analytics to employee chat rooms and e-mail exchanges might certainly produce some useful data, doesn’t this seem to be as great a violation of privacy as the lack of anonymity with regular employee surveys?

Surveys 62

Surveys Best practices Feedback Calibration 62

Robert C. Davis and Associates

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40