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. This is a Star Wars- themed question.

Customer Experience 234

Customer Experience Coaching Metrics Customer Support 234

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

TeleDirect

APRIL 7, 2025

The Role of Training in Preparing Call Center Teams for Success The Role of Training in Preparing Call Center Teams for Success is an essential topic for any business that values high-quality customer service , operational efficiency, and employee satisfaction. HIPAA, PCI-DSS) 2. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

ShepHyken

JANUARY 26, 2025

Are Your CX Metrics Hurting Your Customer Experience? by Raj Sivasubramanian (MarTech) Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely adopted metrics. Connect with Shep on LinkedIn.

Customer Service 166

Customer Service Metrics Benchmark Consulting 166

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation. Why Training is Essential for Call Center Agents 1.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. Service representatives learn to blend immediate problem-solving with relationship development through structured cross-training.

Customer Service 52

Customer Service Finance Sales Marketing 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? This is where effective contact center training comes in. What is Contact Center Training? The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. Embracing failure as a part of the innovation process can benefit businesses.

Customer Experience 176

Customer Experience Metrics Feedback Customer Service 176

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. Optionally, this model group can also be shared with their test and production accounts if local account access to model versions is needed.

Government 106

Government Management APIs Accountability 106

ShepHyken

MARCH 30, 2025

Good people must then be properly trained and empowered to take care of customers. My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

AWS Machine Learning

DECEMBER 9, 2024

With access to a wide range of generative AI foundation models (FM) and the ability to build and train their own machine learning (ML) models in Amazon SageMaker , users want a seamless and secure way to experiment with and select the models that deliver the most value for their business. config_yaml = f""" SchemaVersion: '1.0'

Metrics 105

Metrics APIs Engineering Accountability 105

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 115

Scripts Metrics Engineering Analytics 115

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. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. You know it is!

Metrics 397

Metrics Feedback Sales Customer Service 397

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Invest in Agent Training Train agents to handle diverse customer needs effectively. Q: What metrics are used to measure the success of a 24/7 call center? Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

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

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

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

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. Unlike fine-tuning, in RAG, the model doesnt undergo any training and the model weights arent updated to learn the domain knowledge.

APIs 125

APIs Metrics Best practices Construction 125

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. Execution status – You can monitor the progress of training jobs, including completed tasks and failed runs.

Metrics 109

Metrics Engineering Sales Marketing 109

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

TeleDirect

JANUARY 7, 2025

Skilled Agents Our team of trained agents delivers professional, empathetic, and efficient service. They undergo rigorous training to handle: Customer inquiries Technical support Complaints and escalations 4. 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

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 112

APIs Government Best practices Metrics 112

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 119

Metrics Enterprise APIs Engineering 119

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 69

Customer Service Best practices Metrics Customer effort 69

AWS Machine Learning

FEBRUARY 21, 2025

Fine-tuning a pre-trained large language model (LLM) allows users to customize the model to perform better on domain-specific tasks or align more closely with human preferences. You can use supervised fine-tuning (SFT) and instruction tuning to train the LLM to perform better on specific tasks using human-annotated datasets and instructions.

Benchmark 98

Benchmark Metrics Engineering Feedback 98

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. You’ll primarily need: Time for training new CX processes. Regularly update training materials based on customer feedback. What does a “well-designed customer success program” even look like?

B2C 349

B2C Customer centricity Feedback Upselling 349

ChurnZero

APRIL 11, 2025

If your training and targets are falling short or too ambitious? 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. 4: Are your metrics aligned with your goals? Have you segmented your customers yet?

Metrics 86

Metrics Benchmark Feedback SaaS 86

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. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. In the customer service and support world, there are many ways that companies measure success. The goal is simple.

Average Handle Time 397

Average Handle Time Metrics Customer Support Customer Service 397

AWS Machine Learning

JANUARY 28, 2025

Similarly, maintaining detailed information about the datasets used for training and evaluation helps identify potential biases and limitations in the models knowledge base. Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified.

Management 116

Management APIs Engineering Metrics 116

TeleDirect

JANUARY 15, 2025

Strategies for Fostering Empathy in Call Centers Comprehensive Agent Training: Include empathy as a core component of training programs. Active Listening Techniques: Train agents to listen without interrupting, paraphrase customer concerns, and ask clarifying questions. Q: How does empathy improve call center performance?

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

JANUARY 23, 2020

presenting it in terms that show what’s in it for them) and soft-skills training for the team. . You must focus on how your programs are affecting critical metrics in the organization. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

ShepHyken

DECEMBER 3, 2021

Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . 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.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363