Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Beyond Philosophy

MAY 23, 2024

Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. The siloed implementations of AI and the disparate data gathered from them currently cannot provide this type of predictive analytics. Speak to Colin and find out more.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

CSM Magazine

DECEMBER 2, 2024

” Through deep-dive workshops with Westcon-Comstor, TTEC Digital was able to understand the firm’s challenges and requirements, identify key metrics for measuring progress, ensure end user buy-in, and establish a transformation plan.

Sales 52

Sales CRM Consulting Consulting 52

AWS Machine Learning

SEPTEMBER 18, 2024

Real-time performance dashboards with few-click setup – SageMaker HyperPod integrates seamlessly with real-time dashboards to monitor node health, GPU utilization, network traffic, and other key metrics. For detailed instructions and code, we recommend that you follow along with the Amazon SageMaker HyperPod workshop.

Scripts 116

Scripts Metrics Management Accountability 116

AWS Machine Learning

FEBRUARY 19, 2025

Observability To get started with observability, install the Amazon CloudWatch Observability add-on with Kueue metrics selected. In our public workshop, we have steps on how to set up Amazon Managed Prometheus and Grafana dashboards. Prior to this, at Amazon QuickSight, he led embedded analytics, and developer experience.

Government 79

Government Best practices Engineering Enterprise 79

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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

NOVEMBER 22, 2023

Workshops – In these hands-on learning opportunities, in the course of 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. Bring your laptop and be ready to learn! Also, hear how Flip AI built their own models using these AWS services.

Engineering 137

Engineering Best practices APIs Government 137

ChurnZero

NOVEMBER 26, 2024

Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Conduct training and workshops for clients. Familiarity with customer success frameworks, metrics, and best practices. Foster a culture of customer-centricity throughout the organization.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Interaction Metrics

APRIL 21, 2019

On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

Analytics 48

Analytics Metrics Customer Experience 48

Interaction Metrics

APRIL 21, 2019

On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

Analytics 48

Analytics Metrics Customer Experience 48

CSM Magazine

MARCH 24, 2025

In the same spirit, cloud computing is often the backbone of AI applications, advanced analytics, and data-heavy systems. A Harvard Business Review study found that companies using big data analytics increased profitability by 8%. Do you need continuous scaling, advanced analytics, or specific compliance standards?

Best practices 52

Best practices Analytics Finance Big data 52

Fonolo

JANUARY 31, 2023

Include workshops and group activities as much as possible! As part of your formal training plan, schedule time to send staff to conventions, classes, and workshops. Involve your employees in data collection and analytics. A classroom doesn’t have to be the classic set-up with everyone in rows facing a teacher.

Call Center 141

Call Center Contact Center Coaching Gamification 141

AWS Machine Learning

JUNE 3, 2024

For Objective metric , leave as the default F1. F1 averages two important metrics: precision and recall. Review model metrics Let’s focus on the first tab, Overview. The advanced metrics suggest we can trust the resulting model. Choose Configure model to set configurations. For Training method , select Auto.

Surveys 124

Surveys Metrics Analytics Engineering 124

Calabrio

MARCH 5, 2025

With Calabrio ONE VoC analytics tools , you can upgrade contact center performance by centralizing conversations from multiple sources in one place. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

AWS Machine Learning

SEPTEMBER 18, 2024

ZOE is a multi-agent LLM application that integrates with multiple data sources to provide a unified view of the customer, simplify analytics queries, and facilitate marketing campaign creation. This could include interactive tutorials, workshops, and detailed case studies showcasing real-world applications of the platform.

APIs 120

APIs Engineering Analytics Marketing 120

CSM Magazine

JANUARY 27, 2025

Run workshops or video tutorials to get them comfortable, and always provide hands-on practice. Data Analytics for Continuous Improvement You cant fix what you cant measure. Thats where data analytics comes into play. Track Performance Metrics : Keep tabs on response times, resolution rates, and customer satisfaction scores.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. It analyzes call data for insights by tracking various metrics such as call duration, call outcome, and agent performance. Prioritize Customer Experience A. Optimize Call Scheduling A.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Outsource Consultants

JANUARY 16, 2025

Essential Components of a Winning QA Program A comprehensive QA program includes several key elements: Clear Standards and Metrics: Define quality for your organization. Technology Integration: Leverage AI-powered tools for speech analytics, sentiment analysis, and automated scoring. Consider both objective and subjective metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. ChurnZero Resource: Churnopedia – SaaS Metrics. Predictive and Prescriptive Analytics. TSIA Resource: Predictive Consumption Analytics. Last year TSIA responded to over 3,000 inquiries from members.

Best practices 78

Best practices Upselling SaaS Analytics 78

AWS Machine Learning

OCTOBER 4, 2022

You can effectively use Snowflake Marketplace to monetize your predictive analytics from datasets produced in Amazon Forecast. The point is to use the backtest metrics to evaluate the performance spread of time series in your dataset provided. Andries has over 20 years of experience in the field of data and analytics.

APIs 98

APIs Analytics Transportation Metrics 98

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

360Connext

FEBRUARY 9, 2021

According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. Workshops and training for both employees in general and for specific groups. Well, frankly, it’s easier to track metrics like “new sales.”

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Cincom

FEBRUARY 21, 2025

Interactive workshops, role-playing exercises, and guided walkthroughs enable users to build confidence and proficiency in using the system. Sales managers, on the other hand, benefit from training that emphasizes reporting, analytics, and deal approvals.

Sales 40

Sales Gamification Finance Best practices 40

AWS Machine Learning

OCTOBER 14, 2022

The following are the main areas of consideration while deploying new model versions: Model accuracy performance – It’s important to keep track of model evaluation metrics like accuracy, precision, and recall, and ensure that the objective metrics remain relatively the same or improve with a new version of the model.

Metrics 101

Metrics Engineering Healthcare Analytics 101

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 126

Consulting Consulting Metrics Feedback 126

Interaction Metrics

JANUARY 16, 2020

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. For example, if you’re already spending on costly staff along with software like CRM, knowledge management, and text analytics you want to know that you’re using those resources wisely.

Customer Experience 62

Customer Experience Metrics CRM Surveys 62

Interaction Metrics

JANUARY 16, 2020

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. For example, if you’re already spending on costly staff along with software like CRM, knowledge management, and text analytics you want to know that you’re using those resources wisely.

Customer Experience 62

Customer Experience Metrics CRM Surveys 62

C3Centricity

AUGUST 6, 2024

Take Zappos, for example – they’ve woven customer service into the very fabric of their core values, reinforcing this through ongoing training and aligning it with customer success metrics. Mastering the Art of Customer Data Analytics In the age of big data, businesses are drowning in information but thirsting for insights.

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

Outsource Consultants

MARCH 4, 2025

Enhance agent productivity tracking real-time performance metrics to make adjustments on the fly. Data-Driven Performance Improvement with Manila Call Center Efficiency Data analytics serves as a powerful tool for enhancing call center efficiency. Regular customer service workshops also play a key role.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. For example, contact centers can track individual or team performance on certain metrics and offer prizes to those who excel. Leaderboards and public recognition go a long way.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

AWS Machine Learning

JANUARY 5, 2024

Query training results: This step calls the Lambda function to fetch the metrics of the completed training job from the earlier model training step. RMSE threshold: This step verifies the trained model metric (RMSE) against a defined threshold to decide whether to proceed towards endpoint deployment or reject this model.

Management 132

Management APIs Engineering Government 132

Taylor Reach Group

MAY 24, 2018

Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. and Now What?’

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Interaction Metrics

FEBRUARY 1, 2021

To solve for this, I’ve started our own Zoom roundtable workshops to be held the first Thursday of each month. Analyzing B2B verbatims using AI-based text analytics is almost always out; instead, a human-centered research approach is required. appeared first on Interaction Metrics. For our first session, Feb.

B2B 48

B2B Customer Experience Journey mapping Surveys 48

Clarabridge

SEPTEMBER 21, 2017

NONE of these metrics instils a ‘customer experience’ mind-set. Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR).

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

NobelBiz

FEBRUARY 15, 2023

Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This workshop brings together at the same table the management of the contact center and the ordering client. The workshop in 5 steps Not every workshop must follow to the same procedures, yet the core of each session is same.

Calibration 52

Calibration Call Center Call Logging Quality management 52