Benchmark Metrics Presentation 
Callminer
MAY 26, 2020
At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term. However, not all metrics make sense for a growing call center to monitor. Peak Hour Traffic.
Beyond Philosophy
SEPTEMBER 15, 2015
It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend).
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AWS Machine Learning
FEBRUARY 21, 2025
To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference.
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.
Beyond Philosophy
FEBRUARY 6, 2019
There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.
CX Accelerator
APRIL 1, 2020
Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.
AWS Machine Learning
MARCH 6, 2025
Current RAG pipelines frequently employ similarity-based metrics such as ROUGE , BLEU , and BERTScore to assess the quality of the generated responses, which is essential for refining and enhancing the models capabilities. More sophisticated metrics are needed to evaluate factual alignment and accuracy.
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