CSM Magazine

OCTOBER 8, 2024

We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. Effective leadership plays a crucial role in quality management by offering colleagues direction and motivation, and fostering a culture of continuous improvement and innovation. Our benchmarking report rated us 8.9/10

Customer Service 52

Customer Service Calibration Benchmark Quality management 52

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 82

Feedback Calibration Benchmark Advertising 82

Balto

MARCH 17, 2025

These tools help managers identify patterns in call volume, spot inefficiencies, and make data-driven decisions that impact both customer satisfaction and operational costs. Effective call center operations rely on these insights to manage and optimize customer interactions and agent performance. Which issues generate repeat contacts?

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

AUGUST 16, 2022

TURN YOUR QUALITY ASSURANCE PROGRAM INTO A TRUSTED SOURCE FOR CUSTOMER INSIGHTS WITH COPC® BEST PRACTICES FOR QUALITY MANAGEMENT TRAINING. Sampling approaches, calibration, and overall program design also play critical roles. Measure Three Quality Metrics vs. One Overall Score. Stay tuned!

Calibration 76

Calibration Metrics Benchmark Surveys 76

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 132

Metrics Benchmark Government Calibration 132

AWS Machine Learning

APRIL 8, 2024

LMI allows you to apply tensor parallelism; the latest efficient attention, batching, quantization, and memory management techniques; token streaming; and much more, by just requiring the model ID and optional model parameters. Be mindful that LLM token probabilities are generally overconfident without calibration.

Engineering 110

Engineering Calibration APIs Enterprise 110

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 104

Calibration Engineering Automotive Analytics 104

Customer Relationship Metrics

JULY 27, 2017

Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management. But to have a customer-centric performance management culture, using the Voice of the Customer is a primary necessity. Customer Sentiment versus Performance Management. It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

Nicereply

MAY 24, 2023

How do you manage that complexity to make sure they all are successful with your products? Gunjan Nichani , Senior Manager of Customer Success Systems at Amplitude and self-professed “Customer Success Operations Nerd,” knows CSM inside and out. This is a prerequisite to be able to calibrate strategy and iterate appropriately.

Calibration 52

Calibration SaaS Benchmark Education 52

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today.

Call Center 52

Call Center Coaching Morale Calibration 52

JustCall

NOVEMBER 24, 2022

As a result, regulatory intelligence services boost efficiency in regulatory management and processing (in the present and for the future), improve stakeholder participation, grant transparency, fine-tune requirement prediction, act as a competitive differentiator, and more. So, use them to set the tone. Analyzing Regulatory Changes.

Government 52

Government Calibration Benchmark Marketing 52

Call Experts

SEPTEMBER 18, 2019

We invest in our leadership team by offering up to 16 hours of leadership training for all newly promoted management level staff. Omnichannel management creates opportunity. Upgrade your property management services with a contact center. Customer Service benchmarks show the importance of a great procedure!

Calibration 40

Calibration Coaching Call Center outsourcing 40

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

EPIC Connections

SEPTEMBER 28, 2017

Technology needs to be flexible and easy-to-manage to accommodate the evolving workforce and support the future success of your business. IT managers must be able to support more dynamic and collaborative environments for these workers while having an effective way to set up and manage their communication systems from afar.

Calibration 33

Calibration Benchmark Contact Center Technology 33

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 109

Benchmark Metrics Engineering APIs 109

AWS Machine Learning

NOVEMBER 22, 2024

Since Amazon Bedrock is serverless, you don’t have to manage the infrastructure, and you can securely integrate and deploy generative AI capabilities into your applications using the AWS services you are already familiar with. LLM debates need to be calibrated and aligned with human preference for the task and dataset.

Consulting 100

Consulting Consulting APIs Calibration 100