Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Metric selection. Principles of Survey Design.

Best practices 147

Best practices Surveys Metrics Construction 147

Callminer

JANUARY 18, 2021

Take advantage of this phenomenon by constructing your scripts to promote positive responses.” They are an easy way to track metrics and discover trends within your agents. They fall into the same bucket as quality, call control, customer satisfaction, absenteeism and other metrics. This is short-sighted.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks. Ensure agents fully understand these standards, including the metrics used for evaluation.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher. And employee churn among new hires can be especially high. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

AWS Machine Learning

APRIL 24, 2024

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. We present the reinforcement learning process and the benchmarking results to demonstrate the LLM performance improvement.

Engineering 134

Engineering Feedback Construction Analytics 134

AWS Machine Learning

MARCH 27, 2025

Where discrete outcomes with labeled data exist, standard ML methods such as precision, recall, or other classic ML metrics can be used. These metrics provide high precision but are limited to specific use cases due to limited ground truth data. If the use case doesnt yield discrete outputs, task-specific metrics are more appropriate.

Education 113

Education Engineering APIs Enterprise 113

AWS Machine Learning

JANUARY 30, 2023

Extensive benchmarking experiments on three publicly available datasets with various settings are conducted to validate its performance. Each instance constructs its local histogram, and all histograms are merged, then a split is performed using a reduce scatter algorithm. They’re available through the SageMaker Python SDK.

Benchmark 104

Benchmark Construction Metrics Big data 104

AWS Machine Learning

APRIL 25, 2024

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 136

Metrics Benchmark Government Calibration 136

AWS Machine Learning

JUNE 9, 2023

The pre-trained GNN embeddings show a 24% improvement on a shopper activity prediction task over a state-of-the-art BERT- based baseline; it also exceeds benchmark performance in other ads applications.” TB RAM) to construct the OAG graph. GraphStorm provides multiple built-in evaluation metrics to evaluate model performance.

Enterprise 104

Enterprise Construction Engineering Metrics 104

AWS Machine Learning

NOVEMBER 30, 2023

Customers have to leave their development environment to use academic tools and benchmarking sites, which require highly-specialized knowledge. The sheer number of metrics make it hard to filter down to ones that are truly relevant for their use-cases. The aggregated score is a number between 0 (worst) and 1 (best) for each metric.

Construction 115

Construction Metrics industry standards Benchmark 115

AWS Machine Learning

SEPTEMBER 28, 2023

Improvements in forecasting experience With today’s launch, SageMaker Canvas has upgraded its forecasting capabilities using AutoML, delivering up to 50 percent faster model building performance and up to 45 percent quicker predictions on average compared to previous versions across various benchmark datasets.

APIs 122

APIs Construction Finance Enterprise 122

AWS Machine Learning

JANUARY 19, 2024

The goal of NAS is to find the optimal architecture for a given problem by searching over a large set of candidate architectures using techniques such as gradient-free optimization or by optimizing the desired metrics. The performance of the architecture is typically measured using metrics such as validation loss. training.py ).

Metrics 133

Metrics Scripts Benchmark Enterprise 133

Comm100

SEPTEMBER 6, 2022

Until you implement your own live chat software, these metrics can be used as a basic guideline of how many live chats you may experience. By reviewing your website’s visit count before hiring, you can begin to construct your estimate of how many live chat agents you will need. How Many Hours is your Live Chat Available per Day?

Benchmark 98

Benchmark Average Handle Time Best practices Metrics 98

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. By focusing on these essential metrics, contact centers can optimize their operations and deliver outstanding service. Train agents on the impact of these metrics.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Totango

SEPTEMBER 9, 2022

For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Generate a report summarizing KPIs benchmarks from the last QBR and progress toward them. These can be broken down further as follows: Start with KPIs and metrics to show the performance of previous QBR periods.

Best practices 19

Best practices Benchmark Metrics B2B 19

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. It’s a metric that’s used to determine the budget allocation for each call.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Nicereply

SEPTEMBER 24, 2019

After all, CX doesn’t just benefit your support team, it helps boost company-wide metrics like: Churn. All of those four have the power to impact key performance metrics across all teams within a company, and thus the company’s success as a whole. Customer loyalty. Brand reputation. Production cost. Trends in volume.

Metrics 88

Metrics Construction Benchmark Surveys 88

Fonolo

OCTOBER 19, 2023

These agreements are the bedrock of contact center operations, dictating resource allocation and defining success metrics. It’s become a benchmark in the contact center industry, though its origins are not at all scientific nor grounded in research. Contact centers fixate on getting them right , and it’s no wonder.

Contact Center 81

Contact Center Abandon rate Service level Construction 81

AWS Machine Learning

OCTOBER 27, 2022

Our benchmarks show up to 46% price performance benefit after enabling heterogeneous clusters in a CPU-bound TensorFlow computer vision model training. Performance benchmark results. The quick way to identify a CPU bottleneck is to monitor CPU and GPU utilization metrics for SageMaker training jobs in Amazon CloudWatch.

Scripts 98

Scripts Benchmark Metrics Transportation 98

Fonolo

NOVEMBER 1, 2022

TIP: While call center metrics like AHT and FCR are great benchmarks for performance, they aren’t great motivators. Constructive feedback is also an important part of keeping employees motivated. Agents will be more inclined to act on constructive feedback if they know their efforts are helping them advance their career.

Call Center 87

Call Center Construction Abandon rate Feedback 87

SharpenCX

JUNE 11, 2020

Agents meet up with supervisors or managers for performance conversations, soak in some feedback on metrics they missed, put their headsets back on and jump right back to customer conversations. Then, talk through constructive feedback. Does Mark have visibility into his metrics and progress over the past few months?

Call Center 76

Call Center Coaching Contact Center Feedback 76

AWS Machine Learning

AUGUST 2, 2024

We partnered with Keepler , a cloud-centered data services consulting company specialized in the design, construction, deployment, and operation of advanced public cloud analytics custom-made solutions for large organizations, in the creation of the first generative AI solution for one of our corporate teams.

APIs 129

APIs Analytics Chatbots Engineering 129

Cincom

MARCH 20, 2025

A well-constructed quote keeps the momentum going, helping prospects speed up decisions. Because the first quote a prospect receives often becomes the benchmark. Defining Success Metrics: Set clear goals to measure success. Every other proposal will be compared against it in terms of pricing, value, and professionalism.

Sales 40

Sales Benchmark CRM Construction 40

aircall

DECEMBER 16, 2016

Missed calls are a tremendous drain on any business’ bottom line so it’s clever to monitor this particular metric to gain an idea of your service’s quality and your potential for growth. These metrics don’t form an exhaustive list. Not all metrics are equal, and not all strategies will work. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate virtual call center 82

Interaction Metrics

JULY 29, 2024

To get meaningful data, remove biases like leading constructs, double-barreled questions, and insufficient answer options from your survey. To help me discuss this topic, I’d like to welcome Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics. Not not as easy to construct well constructed surveys.

Surveys 62

Surveys Construction Banking Metrics 62

AWS Machine Learning

SEPTEMBER 1, 2023

We use the question “What if the Suez Canal had never been constructed?” The response is as follows: Question: What if the Suez Canal had never been constructed? falcon-40b-instruct If the Suez Canal had never been constructed, ships would have to travel around Africa to navigate between the Mediterranean and the Red Sea.

Engineering 128

Engineering Accountability Construction APIs 128

ChurnZero

JANUARY 26, 2021

Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . A – Attainable. R – Relevant. Key Result.

Management 98

Management Chief Customer Officer Upselling SaaS 98

AWS Machine Learning

OCTOBER 5, 2022

We also share the key technical challenges that were solved during construction of the Face-off Probability model. The decision tree provided the cut-offs for each metric, which we included as rules-based logic in the streaming application. At the end, we found that the LightGBM model worked best with well-calibrated accuracy metrics.

Calibration 104

Calibration Engineering Automotive Analytics 104

AWS Machine Learning

JULY 24, 2023

A recent initiative is to simplify the difficulty of constructing search expressions by autofilling patent search queries using state-of-the-art text generation models. At the same time, Patsnap is embracing the power of machine learning (ML) to develop features that can continuously improve user experiences on the platform. model_fp16.onnx

APIs 97

APIs Engineering Construction Benchmark 97

Balto

JUNE 13, 2022

Industry benchmarks put the call escalation rate at about 10%. Why Are Manager Requests Metrics Important to Contact Centers? When you see your manager requests rise, especially if they go above that benchmark, it’s a sign something’s not right. CSAT scores can take a hit.

Management 52

Management Contact center software Coaching Contact Center 52

AWS Machine Learning

NOVEMBER 9, 2022

You can easily view the performance metrics for your endpoints in Amazon CloudWatch , automatically scale endpoints based on traffic, and update your models in production without losing any availability. You can also configure the auto scaling policy to automatically scale your variants in or out based on metrics such as requests per second.

Best practices 52

Best practices Construction Metrics Enterprise 52

ClientSuccess

JULY 16, 2021

Whatever your end goal, there is no disputing that a properly constructed Health Score will be a tremendous value to you and your business. . Simply put, a Customer Health Score is a metric-based scoring mechanism used to predict customer sentiment and behaviors. Determining Your Perfect Metrics. How to Get Started . Engagement.

Construction 52

Construction Metrics Customer retention Surveys 52

AWS Machine Learning

DECEMBER 6, 2022

compute metrics function def compute_metrics(pred): targets = 1 * (pred.label_ids >= 0.5) To answer this question, we select an attack recipe from the TextAttack library and use it to construct perturbed adversarial examples to fool our target toxicity filtering model. outputs = 1 * (pred.predictions >= 0.5)

Engineering 98

Engineering APIs Construction Benchmark 98

AWS Machine Learning

JANUARY 20, 2023

After cycles of research and initial benchmarking efforts, CCC determined SageMaker was a perfect fit to meet a majority of their production requirements, especially the guaranteed uptime SageMaker provides for most of its inference components. It also includes the mapping definition to construct the input for the specified AI service.

APIs 96

APIs Engineering Telecommunications Construction 96

aircall

FEBRUARY 19, 2021

The only way to know for sure what your customers think of your brand is to ask them, and when you use a CSAT survey platform, you can set metrics to gauge customer satisfaction on a daily basis. CSAT scores also give you a benchmark against which to measure future results. Publicly complain about your brand. Is 70% too low?

Surveys 62

Surveys Benchmark Best practices Construction 62

aircall

FEBRUARY 17, 2021

Gives you the tools to benchmark sales progress. Metrics and KPIs. Your sales strategy plan will be unique to your company—there’s no right or wrong way to construct a sales strategy plan, as long as it works well for you. . Helps you create an objective plan for how to meet sales goals, including the data to support it.

Sales 62

Sales call center software Best practices Call Center 62

Vistio

MARCH 11, 2024

Set Clear Training Objectives and Performance Metrics In order to accurately assess the effectiveness of your agent training programs, it’s essential to have a clear set of objectives in place, along with accompanying performance metrics to track progress. Are agents receiving immediate and constructive feedback during training?

First call resolution 52

First call resolution Contact Center Best practices Coaching 52