TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Conduct Calibration Sessions for Accuracy Calibration sessions ensure consistency across QA teams. Improved Agent Performance: Provide targeted training and constructive feedback.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Customer Relationship Metrics

JULY 26, 2017

The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. In the Early Years.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

AWS Machine Learning

OCTOBER 20, 2023

These valuable features are used to construct ranking models. We kept track of various metrics to evaluate the performance of the model—the most important ones being area under the ROC curve and area under the precision recall curve. We used a time sampling strategy to create training, validation, and test datasets for model training.

Calibration 125

Calibration Construction Metrics Personalization 125

AWS Machine Learning

APRIL 25, 2024

In this post, we explore leading approaches for evaluating summarization accuracy objectively, including ROUGE metrics, METEOR, and BERTScore. These metrics focus on assessing the overlap between the content of machine-generated and human-crafted summaries by analyzing n-grams, which are groups of words or tokens.

Metrics 136

Metrics Benchmark Government Calibration 136

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 105

Calibration Engineering Automotive Analytics 105

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Outsource Consultants

JANUARY 16, 2025

Essential Components of a Winning QA Program A comprehensive QA program includes several key elements: Clear Standards and Metrics: Define quality for your organization. Actionable Feedback Loops: Provide timely, constructive feedback to agents. Consider both objective and subjective metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67