CX Accelerator

NOVEMBER 7, 2023

32) can’t take complaints constructively. Marc Zaragozas , encouraging us not to lose sight of our customers amid all of the metrics adds: 33) if they prioritize internal processes and metrics over customer satisfaction and needs. Rod Mitchell , resetting one of our greatest priorities says: 22) fail to put the employee first.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Education Services Group

APRIL 21, 2021

Constructing and evolving these processes is the second category of capabilities on the ESG Customer Success Maturity Model. Metrics that track your customers’ experience are crucial to the stability and longevity of your CS organization. CX (NPS, CSAT, etc.).

Construction 94

Construction Journey mapping Customer retention Scripts 94

Beyond Philosophy

DECEMBER 9, 2021

While NPS is beneficial in many ways, people focus too hard on the metric and lose sight of the big picture. For example, our Emotional Signature ® Research process revealed what motivated their customers to work with a construction equipment manufacturing company. We discovered in our conversation that Reichheld feels the same way.

Construction 221

Construction Feedback Surveys Sales 221

Fonolo

JANUARY 21, 2021

Give constructive feedback. That’s why constructive feedback is critical to your team’s development. Balancing positive and constructive feedback is key — you can find more tips on this here. It can be easy to get caught up in the analytics and metrics of performance. Stop exclusively focusing on numbers.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Beyond Philosophy

AUGUST 25, 2022

Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. Using that data to construct a model or predictive theory about what that history tells you about the person’s motives, emotions, and understanding of your organization’s offering.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

AWS Machine Learning

APRIL 10, 2025

Under Input data , enter the location of the source S3 bucket (training data) and target S3 bucket (model outputs and training metrics), and optionally the location of your validation dataset. To do so, we create a knowledge base. For Job name , enter a name for the fine-tuning job.

APIs 117

APIs Metrics Best practices Construction 117

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Improved Agent Performance: Provide targeted training and constructive feedback. Q5: What metrics are essential for call auditing? Highlight strengths while addressing areas needing improvement.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That nuance is derived from three underlying factors: Construct.

SaaS 94

SaaS Metrics Customer retention Construction 94

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

AWS Machine Learning

AUGUST 11, 2022

This post shows you how to use an integrated solution with Amazon Lookout for Metrics and Amazon Kinesis Data Firehose to break these barriers by quickly and easily ingesting streaming data, and subsequently detecting anomalies in the key performance indicators of your interest. You don’t need ML experience to use Lookout for Metrics.

Metrics 93

Metrics APIs Scripts Wireless 93

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities.

Enterprise 62

Enterprise Metrics Accountability Construction 62

TeleDirect

MARCH 13, 2025

Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Provide constructive feedback on areas for improvement. How Training Impacts Call Center Performance Metrics 1. Reduces response times and improves problem-solving abilities.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

OctopusTech

JANUARY 20, 2025

Performance metrics analysis: This involves tracking and benchmarking key performance indicators (KPIs) such as customer satisfaction, average handle time, first-call resolution, and call compliance adherence as indicated on QA scorecards and dashboards.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

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. This method was described in A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction. AI score 4.5 out of 5.

Engineering 132

Engineering Feedback Construction Analytics 132

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 110

Education Engineering APIs Enterprise 110

AWS Machine Learning

JUNE 20, 2024

Constructing SQL queries from natural language isn’t a simple task. Figure 2: High level database access using an LLM flow The challenge An LLM can construct SQL queries based on natural language. Figure 2: High level database access using an LLM flow The challenge An LLM can construct SQL queries based on natural language.

Construction 112

Construction APIs Metrics Engineering 112

Callminer

SEPTEMBER 7, 2017

This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. . Average speed of answer is one of the most important metrics for call centers to measure. Included in this metric is the time a caller waits in a queue. Proper measurement should consider outliers.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

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

AWS Machine Learning

FEBRUARY 5, 2025

Colang is purpose-built for simplicity and flexibility, featuring fewer constructs than typical programming languages, yet offering remarkable versatility. It leverages natural language constructs to describe dialogue interactions, making it intuitive for developers and simple to maintain. Integrating Llama 3.1

Chatbots 104

Chatbots Construction Best practices APIs 104

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Ensure agents fully understand these standards, including the metrics used for evaluation. Transparency and clarity are paramount for agents to perform at their best.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

AWS Machine Learning

SEPTEMBER 8, 2023

The implementation used in this post utilizes the Amazon Textract IDP CDK constructs – AWS Cloud Development Kit (CDK) components to define infrastructure for Intelligent Document Processing (IDP) workflows – which allow you to build use case specific customizable IDP workflows. The default deployment uses m6g.large.search instances.

Construction 131

Construction Metrics Best practices APIs 131

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

AWS Machine Learning

JANUARY 10, 2024

The EventBridge model registration event rule invokes a Lambda function that constructs an email with a link to approve or reject the registered model. The post-inference notification Lambda function collects batch inference metrics and sends an email to the approver to promote the model to the next environment.

APIs 128

APIs Construction Engineering Analytics 128

AWS Machine Learning

NOVEMBER 15, 2024

Graphs and charts benchmark accuracy is based on business reports and presentations constructed internally. Design files benchmark accuracy is based on a product design retrieval dataset constructed internally. Recall@5 is a specific metric used in information retrieval evaluation, including in the BEIR benchmark.

Benchmark 108

Benchmark Enterprise Construction Engineering 108

AWS Machine Learning

OCTOBER 2, 2024

Provide control through transparency of models, guardrails, and costs using metrics, logs, and traces The control pillar of the generative AI framework focuses on observability, cost management, and governance, making sure enterprises can deploy and operate their generative AI solutions securely and efficiently.

Government 126

Government APIs Enterprise Best practices 126

Calabrio

JANUARY 17, 2025

Agents today can aspire to develop their careers in areas such as: Team Leadership: Guiding and mentoring teams to meet performance metrics and drive exceptional customer experiences. How to discuss contact center career growth with agents Having open and constructive conversations about career growth is crucial.

Contact Center 52

Contact Center Coaching Construction Analytics 52

BlueOcean

OCTOBER 30, 2024

Building a business case from an economical standpoint can be a challenge: What metrics should you consider in calculating the true cost of outsourcing? Armed with data that clearly shows the benefits of outsourcing your customer service, the more confident you can be in constructing an airtight business case.

outsourcing 62

outsourcing Customer Support Construction Contact Center 62

AWS Machine Learning

JULY 25, 2024

The node recovery agent is a separate component that periodically checks the Prometheus metrics exposed by the node problem detector. Additionally, the node recovery agent will publish Amazon CloudWatch metrics for users to monitor and alert on these events. You can see the CloudWatch NeuronHasError_DMA_ERROR metric has the value 1.

Construction 113

Construction Metrics Scripts Engineering 113

AWS Machine Learning

JUNE 9, 2023

After defining the entities and edges between the entities, you can create mag_bert.json , which defines the graph schema, and invoke the built-in graph construction pipeline construct_graph in GraphStorm to build the graph (see the following code). TB RAM) to construct the OAG graph. on the test set of the constructed graph.

Enterprise 104

Enterprise Construction Engineering Metrics 104

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. As with many of these call center metrics, CES is a good indicator, but rife with nuance. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

AWS Machine Learning

NOVEMBER 30, 2023

The sheer number of metrics make it hard to filter down to ones that are truly relevant for their use-cases. Amazon SageMaker Clarify now provides AWS customers with foundation model (FM) evaluations, a set of capabilities designed to evaluate and compare model quality and responsibility metrics for any LLM, in minutes.

Construction 113

Construction Metrics industry standards Benchmark 113

Totango

OCTOBER 6, 2020

Customer support teams work with clients to fix these issues in real-time, helping them to find a solution while documenting the problem in-question—all while providing a friendly, constructive experience. As a result, you can provide offers even before customers realize they have a need for them.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

SharpenCX

MAY 26, 2020

Give them constructive feedback on how they’re performing day-to-day and as a teammate. In-line feedback is incredibly constructive and allows your agents to see the specific phrases they could have edited or what questions they should have asked to get more clarity. For larger contact centers, you may have to make 1:1s monthly.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

AWS Machine Learning

MARCH 3, 2025

Performance metrics and benchmarks Pixtral 12B is trained to understand both natural images and documents, achieving 52.5% on the Massive Multitask Language Understanding (MMLU) reasoning benchmark, surpassing a number of larger models according to Mistral.

Benchmark 102

Benchmark APIs Enterprise Construction 102

Voiptime

OCTOBER 12, 2022

Constructive feedback can both encourage and engage agents to perform with higher scores and furnish more adorable customer service with improving customer satisfaction. Employee performance depends on the contact center performance management, and providing constructive feedback is one of the essential tools on the path to increasing it.

Call Center 75

Call Center Feedback Construction Contact Center 75