AWS Machine Learning

FEBRUARY 21, 2025

To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference.

Benchmark 94

Benchmark Metrics Engineering Feedback 94

Mindtouch

SEPTEMBER 4, 2020

In response to valuable feedback from our own customers, we’ve introduced a rich suite of customer experience analytics into our platform, analytics that capture customer experience data points from across your product documentation and self-service support knowledge. What is MindTouch Customer Experience Analytics?

Analytics 101

Analytics Customer Experience Self service Metrics 101

AWS Machine Learning

JANUARY 7, 2025

This blog post with accompanying code presents a solution to experiment with real-time machine translation using foundation models (FMs) available in Amazon Bedrock. Also note the completion metrics on the left pane, displaying latency, input/output tokens, and quality scores.

Engineering 112

Engineering Metrics industry standards Finance 112

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

AWS Machine Learning

NOVEMBER 15, 2024

The information exists in various formats such as Word documents, ASPX pages, PDFs, Excel spreadsheets, and PowerPoint presentations that were previously difficult to systematically search and analyze. Model monitoring of key NLP metrics was incorporated and controls were implemented to prevent unsafe, unethical, or off-topic responses.

Chatbots 114

Chatbots Engineering Enterprise Government 114

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. The difference between reporting and analytics.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

AWS Machine Learning

OCTOBER 29, 2024

This post presents a solution where you can upload a recording of your meeting (a feature available in most modern digital communication services such as Amazon Chime ) to a centralized video insights and summarization engine. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Engineering 112

Engineering APIs Sales Enterprise 112

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. Differentiate between presentation and exploratory graphics. Revealing Flaws, Fraud and Anomalies.

Big data 140

Big data Analytics Metrics Sales 140

Jon Arnold

OCTOBER 16, 2020

Telephony was still largely analog and call recording capabilities were limited, so there wasn’t much in the way of metrics. KPIs and metrics became more sophisticated, and existing reporting tools provided good visibility into daily operations. If that’s you, then next week’s webinar will be time well-spent.

Big data 98

Big data Contact Center Analytics Metrics 98

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Hear from Availity on how 1.5 In this session, learn best practices for effectively adopting generative AI in your organization.

APIs 104

APIs Enterprise Best practices Government 104

JivoChat

FEBRUARY 14, 2023

But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you. Best Marketing Analytics Courses 1. Marketing Analytics With the Marketing Analytics course, you will learn the most important marketing metrics and how to apply them to your data.

Analytics 75

Analytics Marketing Abandon rate Metrics 75

ChurnZero

NOVEMBER 22, 2024

Collaborative, analytical, and team-focused, it works because it focuses on preventable churn, and keeps blame to a minimum. The main components of this include: The Concept: Opportunity for CSMs to learn and grow by engaging in a structured churn reflection activity and presenting their findings. Does it work?

Education 52

Education Analytics Metrics Feedback 52

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Best practices 93

Best practices Metrics Sales Benchmark 93

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. They have experience across many centers and industries and can either present quick solutions or listen to your ideas and provide feedback on what you might expect.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

AWS Machine Learning

NOVEMBER 7, 2024

Model monitoring – The model monitoring service allows tenants to evaluate model performance against predefined metrics. A model monitoring solution gathers request and response data, runs evaluation jobs to calculate performance metrics against preset baselines, saves the outputs, and sends an alert in case of issues.

Enterprise 114

Enterprise APIs Government Accountability 114

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Ask yourself: Is the information presented in a way that will appeal to our agents? Share analytics with your agents. Involve your employees in data collection and analytics.

Call Center 148

Call Center Abandon rate Gamification Education 148

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 89

Analytics Management Accountability Engineering 89

Global Response

MARCH 24, 2025

To build and maintain a successful knowledge base for your call center, youll want to curate high-quality content and present it in an intuitive interface. The search function uses a sophisticated algorithm to present the most relevant results, enabling faster, more informed resolutions. What is a knowledge management system?

Call Center 62

Call Center Management Abandon rate outsourcing 62

Callminer

FEBRUARY 23, 2017

When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. In addition, speech analytics software can help managers understand and measure their agents’ empathy.

Call Center 140

Call Center Average Handle Time First call resolution Contact Center 140

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

JANUARY 12, 2023

Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Access to next-level analytics . AI is Providing Next-Level Analytics . Analytics are the backbone of tracking efficiencies in the contact center. But suddenly, there’s so much more.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

AWS Machine Learning

AUGUST 2, 2024

Earnings calls are live conferences where executives present an overview of results, discuss achievements and challenges, and provide guidance for upcoming periods. Draft a comprehensive earnings call script that covers the key financial metrics, business highlights, and future outlook for the given quarter.

Engineering 132

Engineering Scripts Metrics Advertising 132

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

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. First, capture these metrics at their baseline. Look at your data to predict trends.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

CSM Magazine

DECEMBER 2, 2024

TTEC Digital has been instrumental in enabling us to achieve our vision of having a unified, consistent way of presenting the right opportunities, data, and leads to our people on a global basis.” “Westcon-Comstor recognizes the important role that a consistently excellent sales process plays within the customer experience. .

Sales 52

Sales CRM Consulting Consulting 52

AWS Machine Learning

FEBRUARY 5, 2025

The result is a cohesive, cost-efficient system that maintains uniformity in information retrieval and presentation, regardless of the users chosen interface. Monitoring Amazon Q has a built-in feature for an analytics dashboard that provides insights into user engagement within a specific Amazon Q Business application environment.

Engineering 72

Engineering Feedback Analytics Education 72

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. This intermediate stage offers offers affordable solutions with limited analytical capabilities. 2: Align community metrics with organizational goals.

SaaS 52

SaaS Gamification B2B Metrics 52

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Otherwise, your data can become muddied and will present a lopsided story.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Customer insights leaders increasingly recognize the importance of calculating a more customer-focused metric like CLV and infusing it throughout their businesses.

Metrics 111

Metrics Analytics Feedback Benchmark 111

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Better Agent Performance. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

AWS Machine Learning

JUNE 3, 2024

We begin by understanding the feature columns, presented in the following table. After a successful import, you will be presented with a preview of the data, which you can browse. For Objective metric , leave as the default F1. F1 averages two important metrics: precision and recall. For Analysis name , enter a name.

Surveys 124

Surveys Metrics Analytics Engineering 124

ProProfs Blog

MARCH 6, 2020

Over the years, the customer satisfaction score has emerged as a promising metric. In the initial stage, the customers are presented with a close-ended question- “ How was your experience of interacting with our sales/customer support department ?” Meaningful Reports & Analytics.

Customer centricity 152

Customer centricity Surveys Analytics Sales 152