ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Whats the biggest CX challenge businesses face today? Consistency.

Customer Experience 231

Customer Experience Coaching Metrics Customer Support 231

ShepHyken

MARCH 10, 2025

.” “You’re not using technology effectively if you’re only focusing on surface-level operational metrics. ” “CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

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. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

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

PeopleMetrics

JANUARY 23, 2025

To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions. The real work begins when you take action to improve those metrics. But knowing the score is just the starting point.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

DECEMBER 9, 2024

The number of customers who do not tell anyone about their experience has increased by over 6% Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Quotes: “The overall quality of customer experiences has improved. What’s changing is customer expectations.

Feedback 183

Feedback Airlines Best practices Surveys 183

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. My Comment: Here’s another excellent article on CX metrics. Here’s a question (and an answer): What metrics should we use to gauge success? Finally, this is an all-the-time consistent effort.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

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 350

Customer Experience Metrics Customer retention Analytics 350

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

ShepHyken

MARCH 24, 2021

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? You know it is! So, what should we be measuring?

Metrics 394

Metrics Feedback Sales Customer Service 394

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. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

Metrics 96

Metrics Engineering Benchmark APIs 96

AWS Machine Learning

OCTOBER 28, 2024

SageMaker Model Monitor adapts well to common AI/ML use cases and provides advanced capabilities given edge case requirements such as monitoring custom metrics, handling ground truth data, or processing inference data capture. For example, users can save the accuracy score of a model, or create custom metrics, to validate model quality.

Scripts 111

Scripts Metrics Engineering Analytics 111

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Q: What metrics are used to measure the success of a 24/7 call center? A: Key metrics include first call resolution (FCR), average response time, customer satisfaction scores (CSAT), and net promoter score (NPS).

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

SEPTEMBER 6, 2021

CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. My Comment: One of the metrics I like in business is the Customer Effort Score, which measures the ease in doing business with a company, usually tied to their customer support.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

AWS Machine Learning

OCTOBER 29, 2024

Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics. Evaluation, on the other hand, involves assessing the quality and relevance of the generated outputs, enabling continual improvement.

Best practices 112

Best practices Feedback Metrics APIs 112

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8% in 2022 to 28.1%

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

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.

Metrics 87

Metrics Enterprise APIs Engineering 87

AWS Machine Learning

DECEMBER 9, 2024

However, keeping track of numerous experiments, their parameters, metrics, and results can be difficult, especially when working on complex projects simultaneously. The mlflow.autolog() API can automatically log information such as metrics, parameters, and artifacts. You can also view the metrics as graphs. max_depth=2, gamma=0.0,

Metrics 99

Metrics APIs Engineering Accountability 99

AWS Machine Learning

JANUARY 28, 2025

Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified. It keeps records of experiment names, run identifiers, parameter settings, performance metrics, tags, and locations of artifacts. You might want to create your own custom visualizations.

Management 108

Management APIs Engineering Metrics 108

PeopleMetrics

JANUARY 21, 2025

Adding Context to the Score NPS provides the metric, but the open-ended comments often hold the real gold. Predicting Loyalty Changes While NPS is a lagging metric, AI turns it into a predictive tool by combining it with behavioral data. Heres the takeaway: Embrace NPS as a foundational metric. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. A: Key metrics include Average Handle Time (AHT), Call Abandonment Rate, and Service Level to continuously optimize performance.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

FEBRUARY 10, 2022

For example, North Star Metrics should matter the most, and others would fall under that. Then, each unit can measure metrics from their efforts at those inputs. Stuart also suggests prioritizing the organization’s key performance indicators (KPI). Also, each business unit should measure its progress and collect data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

DECEMBER 3, 2021

Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years. Every employee pledged by signing a commitment letter promising to own and apply the rules throughout their day. . Closing the Operational Gap.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

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.

Metrics 107

Metrics Engineering Sales Marketing 107

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Data Dashboards : Monitor key metrics and adjust strategies in real time.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 110

APIs Government Best practices Metrics 110

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 82

Metrics Best practices Engineering APIs 82

ShepHyken

AUGUST 25, 2021

I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more.

Average Handle Time 395

Average Handle Time Metrics Customer Support Customer Service 395

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The DSPy lifecycle is presented in the following diagram in seven steps.

Benchmark 89

Benchmark Metrics Engineering Feedback 89