Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. The most helpful phone metrics to track.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

ShepHyken

AUGUST 28, 2017

This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data.

Customer Service 211

Customer Service Contact Center Benchmark Big data 211

Beyond Philosophy

FEBRUARY 5, 2022

Big Data creates big problems. Moreover, it’s surprising how many organizations can’t tell you how improving metrics identified by the employed measures translates to providing value to the organization. One of the big problems with data is how much of it there is.

Customer Experience 39

Customer Experience Consulting Consulting Big data 39

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Contact center metrics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Totango

DECEMBER 1, 2021

As we unpack the elements of an agile CS strategy, we’ll highlight how to leverage the right CS technology can help you implement agility. An agile approach brings the full power of big data analytics to bear on customer success. Define how to measure success. Define How to Measure Success.

Government 103

Government Journey mapping Accountability Benchmark 103

ProProfs Blog

DECEMBER 11, 2020

However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. Because you can measure numbers, responses, products sold, and even complaints, but how do you measure quality? How to get the most out of a follow-up survey? Read Also : How to Collect and Benefit From In-App Feedback. #4.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Best practices 92

Best practices Metrics Sales Benchmark 92

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Turning Big Data into Big Decisions. In this Opentalk session, Tomasz reveals the biggest mistakes startups make with their metrics and what to do about it to optimize your business. The number one metric mistake. Lagging metrics create long feedback loops — too long. The 411 on Proxy Metrics.

Big data 40

Big data Metrics Customer centricity Feedback 40

AWS Machine Learning

JUNE 25, 2024

A new automatic dashboard for Amazon Bedrock was added to provide insights into key metrics for Amazon Bedrock models. From here you can gain centralized visibility and insights to key metrics such as latency and invocation metrics. Optionally, you can select a specific model to isolate the metrics to one model.

Metrics 121

Metrics APIs Government Big data 121

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. ” Bold words indeed!

Big data 124

Big data Analytics Personalization Entertainment 124

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. ” Bold words indeed!

Technology 121

Technology Big data Analytics Personalization 121

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Call Design

SEPTEMBER 21, 2021

The contact centre industry is no different from any other and analysing big data allows managers to refine output more accurately than ever before. Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Callminer

MARCH 9, 2020

” – Scheduling Tips: How to Schedule Employees , Squareup; Twitter: @Square. “Take the time to read user reviews as they can give you great insight into how the software functions. ” – How to Schedule Employees in a Call Center , Bizfluent. . “Online calendars are your best friend.

Best practices 182

Best practices Call Center Analytics Metrics 182

AWS Machine Learning

JUNE 3, 2024

seek_help Does your employer provide resources to learn more about mental health issues and how to seek help? leave How easy is it for you to take medical leave for a mental health condition? For Objective metric , leave as the default F1. F1 averages two important metrics: precision and recall.

Surveys 121

Surveys Metrics Engineering Analytics 121

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust. Are customers using chat or email?

Contact Center 67

Contact Center Big data Coaching Metrics 67

C3Centricity

AUGUST 17, 2020

Their explanation for this is that: "Only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information." . You will immediately see how to prioritise your actions. .

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

AWS Machine Learning

FEBRUARY 29, 2024

framework/modelmetrics/ – This directory contains a Python script that creates an Amazon SageMaker Processing job for generating a model metrics JSON report for a trained model based on results of a SageMaker batch transform job performed on test data. The model_unit.py script is used by pipeline_service.py The pipeline_service.py

Scripts 123

Scripts Engineering Metrics Best practices 123

AWS Machine Learning

FEBRUARY 15, 2024

With the use of cloud computing, big data and machine learning (ML) tools like Amazon Athena or Amazon SageMaker have become available and useable by anyone without much effort in creation and maintenance. The predicted value indicates the expected value for our target metric based on the training data.

Metrics 121

Metrics Analytics APIs Big data 121

AWS Machine Learning

JUNE 17, 2024

This post focuses on how to achieve flexibility in using your data source of choice and integrate it seamlessly with Amazon SageMaker Processing jobs. With SageMaker Processing jobs, you can use a simplified, managed experience to run data preprocessing or postprocessing and model evaluation workloads on the SageMaker platform.

Scripts 121

Scripts Engineering Metrics Big data 121

Balto

JANUARY 14, 2025

But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? How to overcome those challenges? Some hints: big data, omnichannel, personalisation, AI and organizational culture. How to overcome those challenges? How to overcome those challenges? Talk to your board.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

AWS Machine Learning

OCTOBER 2, 2024

However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level. In this post, we discuss how to address these challenges holistically.

Government 126

Government APIs Enterprise Best practices 126

ClearAction

APRIL 18, 2015

Focus employee metrics more on CX enabling behaviors, less on survey ratings. We assume teams know how to collaborate across departments. Anyone can work together if they understand how intricately interdependent they are. Data can be insightful to all of the roles HR takes on in facilitating the company’s CX goals.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

AWS Machine Learning

FEBRUARY 13, 2024

Before moving to full-scale production, BigBasket tried a pilot on SageMaker to evaluate performance, cost, and convenience metrics. Use SageMaker Distributed Data Parallelism (SMDDP) for accelerated distributed training. Log model training metrics. Use a custom PyTorch Docker container including other open source libraries.

Engineering 130

Engineering Gamification Big data Scripts 130

AWS Machine Learning

AUGUST 15, 2024

In the following sections, we demonstrate how to import and prepare the data, optionally export the data, create a model, and run inference, all in SageMaker Canvas. When SageMaker Data Wrangler finishes importing, you can start transforming the dataset. He has a background in AI/ML & big data.

Enterprise 124

Enterprise Metrics Analytics Big data 124

AWS Machine Learning

SEPTEMBER 21, 2022

To achieve this, companies want to understand industry trends and customer behavior, and optimize internal processes and data analyses on a routine basis. When looking at these metrics, business analysts often identify patterns in customer behavior, in order to determine whether the company risks losing the customer. Choose Import.

Metrics 98

Metrics Marketing Big data Banking 98

SharpenCX

OCTOBER 7, 2022

In an AI exercise, if the vendor keeps asking for more and more data, that is a red flag. It basically means that the lab-version of their model, with your data, is not seeing results. Start asking for model validation graphs on contact center performance metrics. Be wary of “statistics-speak”. Keep perspective.

Contact Center 67

Contact Center Contact center software Big data Engineering 67

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. Metrics are then saved in your call center software’s database.

Analytics 52

Analytics Call Center Big data Contact Center 52

AWS Machine Learning

NOVEMBER 14, 2023

In the era of big data and AI, companies are continually seeking ways to use these technologies to gain a competitive edge. At the core of these cutting-edge solutions lies a foundation model (FM), a highly advanced machine learning model that is pre-trained on vast amounts of data.

Management 118

Management Best practices Calibration APIs 118

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Contact Center Wait times 105

CSM Magazine

MARCH 24, 2025

A Harvard Business Review study found that companies using big data analytics increased profitability by 8%. While this statistic specifically addresses data-centric strategies, it highlights the broader value of well-structured technical investments. Skilled developers know how to handle these changes without disruptions.

Best practices 52

Best practices Analytics Finance Big data 52

CX Journey

MARCH 4, 2016

It's not just enough to listen for the sake of checking the box or for tracking the metric. and How to Solve It. It's not about that. But there are plenty of companies who do just that. I partnered with Passenger , an online communities solution provider, to host a webinar earlier this week on this very topic, The Biggest VoC Problem.

Metrics 55

Metrics Big data Customer Experience Analytics 55

AWS Machine Learning

MAY 3, 2023

This post is focused around the third point in this list and shows how to achieve dynamic scaling of SageMaker Processing jobs to achieve a more managed, performant, and cost-effective data processing framework for large data volumes. This type of alarm (metric) uses CloudWatch alarm thresholds.

Engineering 97

Engineering Metrics APIs Big data 97

AWS Machine Learning

JANUARY 4, 2024

These act like instructions that tell the model how to format the SQL output. Monitoring – Logs and metrics around query parsing, prompt recognition, SQL generation, and SQL results should be collected to monitor the text-to-SQL LLM system. In entered the Big Data space in 2013 and continues to explore that area.

Best practices 139

Best practices Enterprise Engineering APIs 139

AWS Machine Learning

JULY 21, 2022

As a result, this experimentation phase can produce multiple models, each created from their own inputs (datasets, training scripts, and hyperparameters) and producing their own outputs (model artifacts and evaluation metrics). Specifying your own experiment or trial programmatically allows you to fine-tune how to organize your experiments.

Metrics 97

Metrics Scripts Enterprise Telecommunications 97