Remove Benchmark Remove Calibration Remove Metrics
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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148
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Introducing Fortuna: A library for uncertainty quantification

AWS Machine Learning

Fortuna provides calibration methods, such as conformal prediction, that can be applied to any trained neural network to obtain calibrated uncertainty estimates. This concept is known as calibration [Guo C. Fortuna: A library for uncertainty quantification. 2020] , temperature scaling [Guo C. 2022] methods.

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Accelerate Amazon SageMaker inference with C6i Intel-based Amazon EC2 instances

AWS Machine Learning

Refer to the appendix for instance details and benchmark data. Import intel extensions for PyTorch to help with quantization and optimization and import torch for array manipulations: import intel_extension_for_pytorch as ipex import torch Apply model calibration for 100 iterations. Refer to invoke-INT8.py py and invoke-FP32.py

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Evaluate the text summarization capabilities of LLMs for enhanced decision-making on AWS

AWS Machine Learning

In this post, we explore leading approaches for evaluating summarization accuracy objectively, including ROUGE metrics, METEOR, and BERTScore. 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.

Metrics 135
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Call Center Insights in 2025: Enhance the Customer Experience

Balto

Its not just about tracking basic metrics anymoreits about gaining comprehensive insights that drive strategic decisions. Key Metrics for Measuring Success Tracking the right performance indicators separates thriving call centers from struggling operations. This metric transforms support from cost center to growth driver.

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How SaaS Unicorn Pipedrive Uses Klaus, Aircall & Intercom to Provide Excellent Customer Service

aircall

Before using Klaus: CSAT was 95% – above 2022’s benchmark of 89%. IQS measured 86% – slightly below 2022’s benchmark of 89%. These metrics are very commendable, but Pipedrive wanted to raise the bar even higher. Maintaining fair and consistent grading with regular calibration sessions. With Klaus, they: 1.

SaaS 62
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Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

COPC

Measure three quality metrics vs. one overall quality score. Measure Three Quality Metrics vs. One Overall Score. But when we segmented the overall score into the three metrics mentioned above, the results told a different story. Sampling approaches, calibration, and overall program design also play critical roles.