AWS Machine Learning

OCTOBER 28, 2024

In this post, we present a framework to customize the use of Amazon SageMaker Model Monitor for handling multi-payload inference requests for near real-time inference scenarios. A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality.

Scripts 99

Scripts Metrics Engineering Analytics 99

Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. Eliminate metrics for your call center, like average call handling time. A metric like that encourages your people to get customers off the phone. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.” 27 October 2021.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. When you begin designing the improved experience, you need to understand all the moments of your present experience. A theory is great. It gets you thinking, designing and planning.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. Here are my top five picks from last week. by Sara Staffaroni. NPS, CES and CSAT seem to be most common.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Morale Benchmark Government 228

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. 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. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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 102

Metrics Enterprise APIs Engineering 102

AWS Machine Learning

FEBRUARY 21, 2025

To address these challenges, we present an innovative continuous self-instruct fine-tuning framework that streamlines the LLM fine-tuning process of training data generation and annotation, model training and evaluation, human feedback collection, and alignment with human preference.

Benchmark 79

Benchmark Metrics Engineering Feedback 79

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss.

Customer Service 193

Customer Service Metrics Call Center Customer Experience 193

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. There’s no time like the present to identify what you want the customer experience to be. Grant Cardone. Joseph Michelli, Ph.D.,

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.”

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

ShepHyken

JULY 7, 2023

At the present time, Google Play and App Store both have over 4.4 This week, we feature an article by Manpreet Singh Chawla. He writes about how using mobile apps can enhance customer engagement. million apps available, which are installed on over 6.6 million smartphones globally.

outsourcing 296

outsourcing SaaS Marketing Sales 296

Callminer

NOVEMBER 13, 2018

The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

JUNE 25, 2021

Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. Involve employees in the change process rather than forcing change on them.

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

Beyond Philosophy

JULY 17, 2021

We also understand that the two departments have many shared goals and metrics that measure their success. However, is one of them swallowing the other or do they both present value to the overall goal in equal parts? You’ll have to listen to know for sure. 26:38 Ryan gives his decision and summarizes the issue for us all.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 14, 2024

The DS uses SageMaker Training jobs to generate metrics captured by , selects a candidate model, and registers the model version inside the shared model group in their local model registry. You can use the method mlflow.autolog() to log metrics, parameters, and models without the need for explicit log statements.

Government 89

Government Management APIs Accountability 89

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

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 89

Best practices Metrics Sales Benchmark 89

Callminer

FEBRUARY 19, 2020

Thus, investing in the right technology and tracking the right metrics may be pivotal to this process. Rapidly multiplying customer service fronts such as social media and real-time chat present ample opportunity for growing businesses to satisfy their clients’ needs more effectively. Innovative Challenges. Technological Shifts.

Call Center 287

Call Center Accountability Technology Customer Support 287

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 182

Metrics Morale Benchmark Government 182

AWS Machine Learning

JANUARY 7, 2025

This blog post with accompanying code presents a solution to experiment with real-time machine translation using foundation models (FMs) available in Amazon Bedrock. Also note the completion metrics on the left pane, displaying latency, input/output tokens, and quality scores.

Engineering 100

Engineering Metrics industry standards Finance 100

Beyond Philosophy

NOVEMBER 20, 2021

However, it could also be the way the information is presented that drives them to the competition. It might even be that the way the choices are presented is making it difficult for them to choose Jeanne-Claude’s company. Here are a few key moments in the discussion. Here are a few key moments in the discussion.

Consulting 195

Consulting Consulting Metrics Surveys 195

AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets.

APIs 105

APIs Government Best practices Metrics 105

AWS Machine Learning

NOVEMBER 15, 2024

The information exists in various formats such as Word documents, ASPX pages, PDFs, Excel spreadsheets, and PowerPoint presentations that were previously difficult to systematically search and analyze. Model monitoring of key NLP metrics was incorporated and controls were implemented to prevent unsafe, unethical, or off-topic responses.

Chatbots 114

Chatbots Engineering Enterprise Government 114

Beyond Philosophy

AUGUST 25, 2022

Change is something most people avoid because of the challenges it presents. 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. Triant thinks the industry is flooded with people that want to do what they always have, but incrementally better.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

MAY 23, 2020

Sutherland says that when you worry about the same things as the competition and run the same metrics for success, you are essentially becoming the same business. Moreover, you don’t recognize it when it presents itself to you; instead, you think it’s a trick or cheating. Moreover, you can commoditize your market.

Advertising 258

Advertising Engineering Consulting Consulting 258

AWS Machine Learning

OCTOBER 24, 2024

Evaluating a RAG solution Contrary to traditional machine learning (ML) models, for which evaluation metrics are well defined and straightforward to compute, evaluating a RAG framework is still an open problem. Mean Reciprocal Rank (MRR) – This metric considers the ranking of the retrieved documents.

Chatbots 82

Chatbots Metrics Scripts APIs 82

CCNG

JUNE 19, 2024

” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. ” Undoubtedly, executives face pressures from investors and boards to present an idealized public face. Align Performance Metrics Talk reinforces culture, but incentives drive behavior.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. What is a call center report? Fonolo #CallCenter Click To Tweet.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Beyond Philosophy

OCTOBER 29, 2020

If you always do customer metrics last, it sends a subtle message to everyone in attendance that it is not that essential to the organization or not as critical as all the other items on the list. Another cultural signal I always like to check is where Customer Experience falls on the meeting agenda.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Outsource Consultants

MARCH 18, 2025

The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67