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Benchmarking Amazon Nova and GPT-4o models with FloTorch

AWS Machine Learning

Using its enterprise software, FloTorch conducted an extensive comparison between Amazon Nova models and OpenAIs GPT-4o models with the Comprehensive Retrieval Augmented Generation (CRAG) benchmark dataset. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? Each provisioned node was r7g.4xlarge,

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Types of Call Centers.

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Top 5 Customer Service & CX Articles for Week of January 26, 2025

ShepHyken

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. For example, rewarding a customer with a free sandwich after they buy nine sandwiches is the same as a 10% discount.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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3 Reasons Your Call Center is Missing Benchmarks

Fonolo

That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers. Call center managers can establish benchmarks by setting goals for their call center metrics , also known as key performance indicators (KPIs). 4 important benchmark KPIs.

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Key Benchmarks Should You Target In 2025 for your Contact Center

NobelBiz

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.