BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. These insights enable continuous improvement that are deeply data-driven, rather than relying on small sample sizes and gut feelings. Or perhaps you can sense that your customers are looking for more when they come calling.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

AWS Machine Learning

OCTOBER 28, 2024

Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 117

Scripts Metrics Engineering Analytics 117

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. This format promotes proper processing of evaluation data.

Metrics 110

Metrics Engineering Benchmark APIs 110

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. By gathering insights from your audience, you unlock a treasure trove of actionable data.

Metrics 52

Metrics Surveys Feedback Analytics 52

Beyond Philosophy

FEBRUARY 10, 2022

The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it. A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. .

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices 115

Best practices Feedback Metrics APIs 115

AWS Machine Learning

MARCH 6, 2025

In the rapidly evolving landscape of artificial intelligence, Retrieval Augmented Generation (RAG) has emerged as a game-changer, revolutionizing how Foundation Models (FMs) interact with organization-specific data. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Metrics 121

Metrics Enterprise APIs Engineering 121

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Predict customer needs using data-driven insights. Use secure systems and protocols to prevent data breaches.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

ShepHyken

JULY 11, 2022

Time to Emphasise Real-Time CX Metrics by Ginger Conlon. In other words, It’s essential to understand the “why” behind the metric. That allows you to interpret the data and use it to create a better experience for all customers. My Comment: Here’s another excellent article on CX metrics.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

AWS Machine Learning

JANUARY 28, 2025

Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack. SageMaker is a data, analytics, and AI/ML platform, which we will use in conjunction with FMEval to streamline the evaluation process.

Management 119

Management APIs Engineering Metrics 119

TeleDirect

JANUARY 7, 2025

The Importance of Security in Call Center Services While availability is crucial, its equally important to ensure the security of customer data. With increasing cyber threats and stringent compliance requirements, businesses need a call center that prioritizes data protection. Ensure secure transactions and data protection.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

AWS Machine Learning

DECEMBER 9, 2024

In the initial stages of an ML project, data scientists collaborate closely, sharing experimental results to address business challenges. However, keeping track of numerous experiments, their parameters, metrics, and results can be difficult, especially when working on complex projects simultaneously.

Metrics 106

Metrics APIs Engineering Accountability 106

ChurnZero

APRIL 25, 2025

Customer teams have more data at their fingertips than ever before. What do our CS leaders and teams do with mountains of historical, behavioral, and customer journey data? Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Finance 52

Finance Metrics Engineering Construction 52

AWS Machine Learning

NOVEMBER 15, 2024

Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. This can be useful when you have requirements for sensitive data handling and user privacy.

APIs 113

APIs Government Best practices Metrics 113

ShepHyken

MARCH 24, 2021

Today’s lesson is about the exciting topic of measurement and data. What’s the best metric? But in the end, knowing what percentage of customers come back, how often they come back, and how much they buy when they do come back, is a metric to pay close attention to. Okay, maybe not that exciting, but how about very important?

Metrics 397

Metrics Feedback Sales Customer Service 397

AWS Machine Learning

NOVEMBER 14, 2024

It includes processes for monitoring model performance, managing risks, ensuring data quality, and maintaining transparency and accountability throughout the model’s lifecycle. The model is then A/B tested along with the use case in pre-production with production-like data settings and approved for deployment to the next stage.

Government 107

Government Management APIs Accountability 107

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio combines various AWS services, including Amazon Bedrock , Amazon SageMaker , Amazon Redshift , Amazon Glue , Amazon Athena , and Amazon Managed Workflows for Apache Airflow (MWAA) , into a comprehensive data and AI development platform. Consider a global retail site operating across multiple regions and countries.

APIs 107

APIs Sales Surveys Analytics 107

ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Measure Customer Satisfaction Using Quantitative Metrics. And effective monitoring is integral to this.

Customer Experience 353

Customer Experience Metrics Customer retention Analytics 353

ShepHyken

DECEMBER 16, 2024

Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark (CMSWire) Sentiment analysis a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Revenue per Agent: This metric measures the revenue generated by each agent. For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 110

Metrics Best practices Engineering APIs 110

Calabrio

APRIL 23, 2025

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. But the real challenge isnt gathering data. Data Is Everywhere.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

AWS Machine Learning

APRIL 10, 2025

Demystifying RAG and model customization RAG is a technique to enhance the capability of pre-trained models by allowing the model access to external domain-specific data sources. They offer fast inference, support agentic workflows with Amazon Bedrock Knowledge Bases and RAG, and allow fine-tuning for text and multi-modal data.

APIs 127

APIs Metrics Best practices Construction 127

AWS Machine Learning

FEBRUARY 21, 2025

It is a continuous process to keep the fine-tuned model accurate and effective in changing environments, to adapt to the data distribution shift ( concept drift ) and prevent performance degradation over time. Continuous fine-tuning also enables models to integrate human feedback, address errors, and tailor to real-world applications.

Benchmark 103

Benchmark Metrics Engineering Feedback 103

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 115

Chatbots Engineering Enterprise Government 115

AWS Machine Learning

NOVEMBER 26, 2024

Datadog is excited to launch its Neuron integration , which pulls metrics collected by the Neuron SDK’s Neuron Monitor tool into Datadog, enabling you to track the performance of your Trainium and Inferentia based instances. High latency may indicate high user demand or inefficient data pipelines, which can slow down response times.

Metrics 110

Metrics Engineering Sales Marketing 110

ChurnZero

APRIL 11, 2025

Are your metrics aligned with your goals? But its all helpful to define responsibilities and metrics, as well as to build and maintain efficient internal workflows. Along with focused data on the new customer, this will open up a world of comparative data and usage patterns that can inform how you adjust and improve onboarding.

Metrics 86

Metrics Benchmark Feedback SaaS 86

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant also implores organizations to consider what they are doing with their data. One of the drawbacks of using data is it is inherently backward-facing.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

JULY 13, 2023

However, the trade-off is that it does it without making the connections about why in the data. You might also recall the three pillars of Customer Science: data, AI, and the behavioral sciences. Someone writes the code used, and then the AI collects the data using the code. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359