Calabrio

JANUARY 17, 2025

Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work.

Contact Center 52

Contact Center Coaching Construction Analytics 52

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

AWS Machine Learning

AUGUST 11, 2022

This post shows you how to use an integrated solution with Amazon Lookout for Metrics and Amazon Kinesis Data Firehose to break these barriers by quickly and easily ingesting streaming data, and subsequently detecting anomalies in the key performance indicators of your interest. You don’t need ML experience to use Lookout for Metrics.

Metrics 98

Metrics APIs Scripts Wireless 98

Callminer

SEPTEMBER 7, 2017

This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. . Average speed of answer is one of the most important metrics for call centers to measure. Included in this metric is the time a caller waits in a queue. Proper measurement should consider outliers.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. The EventBridge model registration event rule invokes a Lambda function that constructs an email with a link to approve or reject the registered model. The Lambda function dynamically constructs an email for an approval of the model with a link to an API Gateway endpoint to another Lambda function.

APIs 131

APIs Construction Engineering Analytics 131

Lumoa

JANUARY 24, 2024

CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t). That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS).

Analytics 78

Analytics Feedback Metrics Surveys 78

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Metric selection. Principles of Survey Design.

Best practices 147

Best practices Surveys Metrics Construction 147

AWS Machine Learning

APRIL 24, 2024

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. This method was described in A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction. AI score 4.5 out of 5.

Engineering 134

Engineering Feedback Construction Analytics 134

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 78

Analytics Customer Experience Management Surveys 78

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

AWS Machine Learning

MARCH 27, 2025

Where discrete outcomes with labeled data exist, standard ML methods such as precision, recall, or other classic ML metrics can be used. These metrics provide high precision but are limited to specific use cases due to limited ground truth data. If the use case doesnt yield discrete outputs, task-specific metrics are more appropriate.

Education 113

Education Engineering APIs Enterprise 113

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

BlueOcean

OCTOBER 30, 2024

Building a business case from an economical standpoint can be a challenge: What metrics should you consider in calculating the true cost of outsourcing? Armed with data that clearly shows the benefits of outsourcing your customer service, the more confident you can be in constructing an airtight business case.

outsourcing 62

outsourcing Customer Support Construction Contact Center 62

AWS Machine Learning

OCTOBER 2, 2024

Provide control through transparency of models, guardrails, and costs using metrics, logs, and traces The control pillar of the generative AI framework focuses on observability, cost management, and governance, making sure enterprises can deploy and operate their generative AI solutions securely and efficiently.

Government 131

Government APIs Enterprise Best practices 131

Callminer

NOVEMBER 6, 2019

As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Visualizations turn raw metrics into stories that can be shared and acted upon. “More than just trends over time, your metric values are probably made up of different components or parts.

Big data 140

Big data Analytics Metrics Sales 140

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

AWS Machine Learning

MAY 7, 2024

Generative AI CDK Constructs , an open-source extension of AWS CDK, provides well-architected multi-service patterns to quickly and efficiently create repeatable infrastructure required for generative AI projects on AWS. Prerequisites To follow along with this post, you should have the following prerequisites: Python version greater than 3.9

Construction 134

Construction Engineering Enterprise Analytics 134

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Use case overview Vidmob aims to revolutionize its analytics landscape with generative AI.

Analytics 125

Analytics Metrics Chatbots Engineering 125

Aspect

JUNE 10, 2021

The truth is, when we have to show our work, turn in our TPS reports, or pull months of data in order to examine the analytics, we often balk. A project manager for websites applies the same processes as a construction project manager. It’s not entirely our fault. But the process takes time. Supervisors and agents can maximize their?contributions

Construction 117

Construction Service level Enterprise Analytics 117

Fonolo

SEPTEMBER 21, 2023

Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

AWS Machine Learning

DECEMBER 6, 2023

This is especially true for questions that require analytical reasoning across multiple documents. This task involves answering analytical reasoning questions. In this post, we show how to design an intelligent document assistant capable of answering analytical and multi-step reasoning questions in three parts.

Analytics 128

Analytics APIs Engineering Construction 128

AWS Machine Learning

MAY 30, 2024

The company’s Data & Analytics team regularly receives client requests for unique reports, metrics, or insights, which require custom development. Business metadata can be constructed using services like Amazon DataZone. These metrics include input/output tokens count, invocation metrics, and errors.

Real estate 131

Real estate APIs Metrics Construction 131

SharpenCX

AUGUST 4, 2021

Customize your cards and use a mix of questions to track your objective metrics and the subjective actions of your agent. In-line training allows you to respond to specific moments in your agents’ customer interactions with constructive (and affirming) feedback. . >> Learn more: Get analytics you can act on.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Calabrio

MARCH 7, 2025

Here are some of the most common causes: Burnout and Stress: The demanding nature of call center work, with high call volumes, challenging customer interactions, and strict performance metrics, can lead to high levels of stress and, ultimately, burnout. Provide early engagement and feedback. GE Appliances did just that.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Global Response

OCTOBER 15, 2024

Whether you’re tracking average handle time, first contact resolutions, abandonment rate, CSTAT or other call center metrics , an omnichannel contact center solution can provide you with the data and technology to improve important KPIs. Measurement and reporting: Our involvement doesn’t end once you’re up and running.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Tethr

AUGUST 22, 2020

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To They include audio analytics, speech analytics and text analytics from customer calls, customer chatbot conversations and customer support case emails.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

AWS Machine Learning

OCTOBER 20, 2023

These valuable features are used to construct ranking models. We kept track of various metrics to evaluate the performance of the model—the most important ones being area under the ROC curve and area under the precision recall curve. We used a time sampling strategy to create training, validation, and test datasets for model training.

Calibration 123

Calibration Construction Metrics Personalization 123

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Use call recordings and performance metrics to review service delivery and provide constructive feedback. AI-powered analytics offer valuable insights into call center operations.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Fonolo

SEPTEMBER 22, 2022

The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries. Voice Call-Backs Improve CX and other Metrics. What are some of the key metrics Fonolo has helped improve? . But Ritchie Bros. Fonolo helped Ritchie Bros.

Call Center 81

Call Center Abandon rate Contact Center Construction 81

AWS Machine Learning

SEPTEMBER 28, 2023

Users can now also programmatically access model construction and prediction functions through Amazon SageMaker Autopilot APIs , which come with model explainability and performance reports. Evaluate the Autopilot job: Explore the model accuracy metrics and backtest results. Create a SageMaker Autopilot job.

APIs 122

APIs Construction Finance Enterprise 122

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ProProfs Blog

MARCH 18, 2020

What if you need more constructive feedback to make things better for your customers? Accordingly, customer satisfaction metrics are important business assets that show how happy your customers are with the products or services that you provide. . Define the relevant customer satisfaction metrics for your business .

Surveys 145

Surveys Metrics Feedback Best practices 145

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

AWS Machine Learning

AUGUST 2, 2024

This is a guest post co-written with Vicente Cruz Mínguez, Head of Data and Advanced Analytics at Cepsa Química, and Marcos Fernández Díaz, Senior Data Scientist at Keepler. About the authors Vicente Cruz Mínguez is the Head of Data & Advanced Analytics at Cepsa Química. However, a manual process is time-consuming and not scalable.

APIs 129

APIs Analytics Chatbots Engineering 129

AWS Machine Learning

SEPTEMBER 11, 2024

Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics. The application, once deployed, constructs an ML model using the Random Cut Forest (RCF) algorithm. anomalyScore":0.0,"detectionPeriodStartTime":"2024-08-29

Management 119

Management Metrics Construction Sales 119

JustCall

JULY 29, 2021

Call Center Analytics Data. Call center analytics capture all the data you need to support your coaching efforts. Call center metrics give you a holistic view of how your agents are performing. Constructive feedback is meant to help agents identify their strengths, work through their drawbacks and acquire good practices.

Coaching 86

Coaching Sales Scripts Construction 86