COPC

SEPTEMBER 30, 2022

RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. provides consulting, training, certification, benchmarking and research for operations supporting the customer experience. About COPC Inc.

Calibration 64

Calibration Best practices Benchmark Quality management 64

CSM Magazine

APRIL 20, 2023

Guy Letts, CEO of CustomerSure, added: “We’ve had the pleasure of working with Polypipe Building Products since 2017 and it is great to see an organisation of this calibre and size take customer feedback so seriously. We’re confident that we can keep building on the success we’ve seen so far.”

Feedback 52

Feedback Calibration Benchmark Healthcare 52

COPC

AUGUST 16, 2022

Sampling approaches, calibration, and overall program design also play critical roles. Additional resources around timely issues affecting contact centers and customer experience are available in our Global Benchmarking Series 2022. These are just three methods of ensuring quality and CSAT correlation. Stay tuned!

Calibration 78

Calibration Metrics Benchmark Surveys 78

AWS Machine Learning

APRIL 27, 2023

Solution overview With the onset of large language models, the field has seen tremendous progress on various natural language processing (NLP) benchmarks. Experimental results corroborate that human feedback on reasoning errors can improve performance and calibration on challenging multi-hop questions.

Feedback 93

Feedback Calibration Benchmark Advertising 93

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. Regular calibration sessions with QA evaluators help ensure consistency and alignment across the team.

Call Center 52

Call Center Coaching Morale Calibration 52

Nicereply

MAY 24, 2023

This is a prerequisite to be able to calibrate strategy and iterate appropriately. Measuring success involves a benchmark, and it is often difficult to even gather that benchmark. To get the real benefits of your customer success platform, go back to the basics: SMART goals , with an emphasis on the M and the T.

Calibration 52

Calibration SaaS Benchmark Education 52

AWS Machine Learning

APRIL 8, 2024

In this post, we explore the latest features introduced in this release, examine performance benchmarks, and provide a detailed guide on deploying new LLMs with LMI DLCs at high performance. Be mindful that LLM token probabilities are generally overconfident without calibration.

Engineering 125

Engineering Calibration APIs Enterprise 125

AWS Machine Learning

APRIL 25, 2024

The overall goal of this post is to demystify summarization evaluation to help teams better benchmark performance on this critical capability as they seek to maximize value. Use it as a baseline or benchmark for summary quality related to content selection. ROUGE would not identify these issues.

Metrics 138

Metrics Benchmark Government Calibration 138

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 110

Calibration Engineering Automotive Analytics 110

AWS Machine Learning

NOVEMBER 22, 2024

Dataset The dataset for this post is manually distilled from the Amazon Science evaluation benchmark dataset called TofuEval. LLM debates need to be calibrated and aligned with human preference for the task and dataset. For this post, 10 meeting transcripts have been curated from the MediaSum repository inside the TofuEval dataset.

Consulting 109

Consulting Consulting APIs Calibration 109

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

NOVEMBER 24, 2022

So, start by setting the benchmarks so that you can monitor any variations. Fortunately, regulatory intelligence software solutions are well-calibrated to do this task without breaking out in a sweat! Monitoring the current regulatory climate is the first step to harvesting regulatory intelligence. So, use them to set the tone.

Government 52

Government Calibration Benchmark Marketing 52

Call Experts

SEPTEMBER 18, 2019

In addition, we hold regular Quality Assurance calibrations with all of our management teams to guarantee that we are listening for, grading and coaching those specific aspects of a call that lead to a seamless, enjoyable experience for all of your callers. Customer Service benchmarks show the importance of a great procedure!

Calibration 40

Calibration Coaching Call Center outsourcing 40

Customer Relationship Metrics

JULY 27, 2017

Ownership is key to these programs and are enabled by the Survey Calibration process. Voice of the Customer programs in this quadrant include metrics that are analyzed along with operational and financial metrics to build solid business cases for strategic plans. Predictive models guide decisions.

Morale 71

Morale Calibration Contact Center Surveys 71

AWS Machine Learning

AUGUST 7, 2024

The SageMaker approval pipeline evaluates the artifacts against predefined benchmarks to determine if they meet the approval criteria. This includes accuracy, calibration and uncertainty, robustness, fairness, bias and stereotypes, toxicity, and efficiency. Bias with Bias Benchmark for Question Answering (BBQ).

Government 126

Government Benchmark Scripts Enterprise 126

AWS Machine Learning

NOVEMBER 29, 2023

Each trained model needs to be benchmarked against many tasks not only to assess its performances but also to compare it with other existing models, to identify areas that needs improvements and finally, to keep track of advancements in the field. Evaluating these models allows continuous model improvement, calibration and debugging.

Benchmark 126

Benchmark Metrics Engineering APIs 126

Serenova

MAY 29, 2020

Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Gauge your QM process for consistency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

EPIC Connections

SEPTEMBER 28, 2017

These services combine technology with industry benchmarking and best practices to ultimately drive higher contact center performance. Implementation Services : Seamlessly deploy cloud communications applications, ensuring tight integration, testing, calibration, functionality, and team training.

Calibration 33

Calibration Benchmark Contact Center Technology 33