Callminer

MARCH 9, 2022

Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar to Python and expands outwards. Haskell is a big functional language.

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Callminer

AUGUST 11, 2021

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation.

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Callminer

JULY 7, 2021

The CallMiner Research Lab unpacks some of the many terms that define the space. Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with.

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Callminer

MAY 23, 2021

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry.

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Beyond Philosophy

AUGUST 21, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. WE ARE MORE EMOTIONAL ON OUR PHONES THAN COMPUTERS.

Transportation 448

Transportation Surveys Consulting Consulting 448

Callminer

APRIL 27, 2021

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

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Beyond Philosophy

JULY 30, 2022

and founder of TRAP LAB (Technology Race and Prejudice LAB). 13:09 Dr. Turner discusses his own private research including how AI is used in conjunction with YouTube thumbnails to determine optimization for view counts for advertisers. Assistant Professor of Marketing at Virginia Tech.,

Construction 243

Construction Consulting Consulting Advertising 243

CCNG

MARCH 15, 2023

According to a recent publication in the International Journal of Environmental Research and Public Health, “Lonely consumers replace social interactions with marketplace relationships with salespersons, online consumption communities or even virtual companions with anthropomorphic features.”

Call Center 195

Call Center CCNG Self service Surveys 195

AWS Machine Learning

OCTOBER 5, 2023

Recently, Meta released Llama 2 for both researchers and commercial entities, adding to the list of other LLMs, including MosaicML MPT and Falcon. About the Authors Hao Zhou is a Research Scientist with Amazon SageMaker. Before AWS, he worked as a scientist in Uber and Walmart Labs with a major focus on mixed integer optimization.

Scripts 100

Scripts Big data Engineering SaaS 100

ShepHyken

JULY 19, 2019

– Accenture Strategy Global Consumer Pulse Research. At Y Media Labs, we created the infographic below to illuminate: The high cost related to delivering poor customers experiences. Matteo Gasparello is the Head of Traffic Growth at Y Media Labs. Brands only have one shot to get the customer experience right.

Customer Experience 236

Customer Experience Technology Personalization 236

AWS Machine Learning

AUGUST 28, 2023

The Data Institute at the USF aims to support cross-disciplinary research and education in the field of data science. The Data Institute and the Data Science Conference provide a distinctive fusion of cutting-edge academic research and the entrepreneurial culture of the technology industry in the San Francisco Bay Area.

Engineering 70

Engineering Education Accountability Technology 70

AWS Machine Learning

DECEMBER 12, 2023

About the Authors Gaurav Gupta is currently an Applied Scientist at Amazon Web Services (AWS) AI labs. His research interests span the domain of sequential data modeling, learning partial differential equations, information theory for machine learning, fractional dynamical models, and complex networks.

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Scripts Engineering Big data Management 99

Balto

OCTOBER 3, 2023

Louis, MO — Balto’s Conversation Excellence Lab has released a new report detailing the past, present, and future of contact center AI, and the ROI coming from AI tools. “Our research underscores a pivotal shift in contact centers,” said Maria Edington, VP of Marketing at Balto. “AI

Contact Center 52

Contact Center Benchmark Enterprise Metrics 52

Balto

JULY 6, 2023

In this new edition, the Conversation Excellence Lab updated its data processing methodology to bring increased granularity to its content. Consumers are “Shopping Around” and doing a lot of their own research before purchasing. The data for the index is gathered by Balto’s in-house research team, the Conversation Excellence Lab.

B2B 52

B2B Healthcare Contact Center Enterprise 52

Balto

MAY 2, 2023

Louis, MO – Balto’s Conversation Excellence Lab has released a new report detailing how contact centers are improving efficiencies with shifting budgets and resources. The Lab will also host a webinar to discuss the findings on May 31 at 1:00 P.M. Registration for the webinar is available here.

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Contact Center Technology Enterprise Metrics 52

Call Center Weekly

NOVEMBER 6, 2017

I had an opportunity to speak with Maria Pocovi, CEO of Emotion Research Lab, to learn more the company, her, and the importance of the emotional journey of customers. How did Emotion Research Lab come to fruition? What separates Emotion Research Lab from other competitors? Tell me about yourself?

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

Balto

FEBRUARY 7, 2023

Louis, MO – Balto’s Conversation Excellence Lab has released a new report outlining why the majority of tenured agents choose to build careers in contact centers. This is staggeringly high,” said Lior Torenberg, Director of Research Content at Balto. The report is available from the Conversation Excellence Lab for free.

Contact Center 52

Contact Center Coaching Enterprise Surveys 52

Beyond Philosophy

JULY 11, 2019

We’ve talked about memory from several different perspectives because it’s an important topic and area for research. The researchers asked a group of people to keep a food diary for two weeks. . What the research team found was the group that heard the second slogan, ate more fruits and vegetables than the other group.

Consulting 297

Consulting Consulting Benchmark Advertising 297

ShepHyken

NOVEMBER 16, 2021

This week’s guests, Karin Hurt and David Dye started an extensive research study with the University of North Colorado Social Research Lab on why employees are holding back these ideas. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them.

Customer Experience 179

Customer Experience Feedback Management Customer Service 179

Balto

JUNE 28, 2022

Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. Using statistical analysis methods, the Conversation Excellence Lab identified several insights that challenge the traditional view of call scripts. About the Conversation Excellence Lab.

Scripts 52

Scripts Contact Center Coaching Surveys 52

Balto

OCTOBER 25, 2022

The data for the index is gathered by Balto’s in-house research team, the Conversation Excellence Lab , using a robust methodology and statistical rigor. We’re just starting to tap into it,” said Lior Torenberg, Head of the Conversation Excellence Lab. About the Conversation Excellence Lab.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

Beyond Philosophy

MARCH 17, 2015

Researchers are discovering more about how the subconscious helps you choose one product over another. It’s all about Neuromarketing, which is a type of marketing growing in popularity because it uses research to determine how a consumer’s brain responds to stimuli. Please click here to learn more.

Sales 379

Sales Scripts Marketing Customer Experience 379

AWS Machine Learning

JUNE 22, 2023

Light & Wonder teamed up with the Amazon ML Solutions Lab to use events data streamed from LnW Connect to enable machine learning (ML)-powered predictive maintenance for slot machines. If you would like help accelerating the use of ML in your products and services, please contact the Amazon ML Solutions Lab program.

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Automotive Engineering Metrics Finance 84

Balto

JULY 26, 2022

Index data is extrapolated by Balto’s in-house Research Team, the Conversation Excellence Lab, using a robust methodology and statistical rigor to ensure accuracy. About the Conversation Excellence Lab. The Conversation Excellence Lab is Balto’s hub for academic-level research. View the report here.

Contact Center 52

Contact Center Real estate Healthcare Scripts 52

Inbenta

NOVEMBER 3, 2022

Artificial intelligence (AI), Neuro-Symbolic AI , and Natural Language Processing (NLP) are just a few of the many innovations making their way into hospital systems, research labs, and doctor practices. Healthcare chatbots can help patients avoid unnecessary lab tests and other costly treatments. And for good reason.

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Healthcare Chatbots Morale Transportation 96

AWS Machine Learning

OCTOBER 31, 2023

In early 2023, when Schneider Electric decided to automate part of its accounts linking process using artificial intelligence (AI), the company partnered with the AWS Machine Learning Solutions Lab (MLSL). She previously was a researcher in theoretical ML and enjoys applying her knowledge to deliver state-of-the-art solutions to customers.

Healthcare 103

Healthcare APIs Engineering Accountability 103

Toister Performance Solutions

OCTOBER 8, 2020

Tending to emotional needs from Working with Upset Customers by Jeff Toister How thanking customers after a delay is more effective Research shows that thanking a customer after a delay or another small service failure is even more effective at boosting the customer's self-esteem than apologizing.

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Advertising Surveys Customer emotions Wait times 114

Balto

MARCH 6, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Professor Mike Yeomans Behavioral research scientist Mike Yeomans thinks a lot about how we talk with each other. This piece is part of a series of Q&A sessions highlighting our research partners. A: There were a couple summers where I was a window washer.

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Scripts Sales Contact Center Customer Service 52

Callminer

MARCH 27, 2020

i] Some are now reporting door-to-door scammers, would-be robbers in white lab coats claiming to be from the health department [ii] , fraudsters calling claiming to be offering refunds from the electric company, and robocalls offering any number of Coronavirus-related goods/services.

Personalization 226

Personalization Best practices Contact Center Analytics 226

VirtualPBX

MARCH 8, 2022

Dr. Croak began her 30-year career at Bell Labs, now AT&T Labs. During her tenure, she served many roles in research and development. Her focus on quantitative analysis and social psychology were the guiding points for what was to come. Her motivation was to work on ideas that would positively change people’s lives.

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voip Engineering Technology Personalization 98

AWS Machine Learning

FEBRUARY 2, 2023

If you would like help with accelerating the use of ML in your products and services, please contact the Amazon ML Solutions Lab program. Marc van Oudheusden is a Senior Data Scientist with the Amazon ML Solutions Lab team at Amazon Web Services. Outside of work, he enjoys cycling in Los Angeles and hiking in the Sierras.

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Calibration Engineering Big data Automotive 75

Beyond Philosophy

SEPTEMBER 24, 2020

For example, I talked to a client and asked him if he had any client research in a specific area. There is no Customer Science lab hard at work, optimizing the way to foster customer-driven growth. I am baffled by companies that invest millions of dollars based on a hunch rather than research. I thought, “Blimey!

Entertainment 348

Entertainment Consulting Consulting Finance 348

Balto

FEBRUARY 20, 2023

The Conversation Excellence Lab surveyed over 600 agents to see what they thought of call coaching software today versus what they thought of it when they first started in their roles. Do your research to understand which option is the best for you. In that report, tenured agents ranked boredom as their leading cause of mistakes.

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Coaching Average Handle Time Gamification Contact Center 52

Balto

NOVEMBER 14, 2022

Harvard professor and behavioral research scientist Alison Wood Brooks has spent her life studying interactions between humans. This piece is part of a series of Q&A sessions highlighting our research partners. You need to work incredibly hard on research, but then we must disseminate and sell our ideas for any sort of impact.

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Scripts Sales Self service Feedback 52

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

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Marketing Customer emotions Employee engagement Customer centricity 418

BlueOcean

JULY 27, 2022

After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. How do we ensure access to products in a lab environment for hands-on product support? Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?”

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Contact Center Management 62

CSM Magazine

DECEMBER 23, 2023

Wellness programs improve productivity There’s little value in pouring resources into retaining and engaging employees if these efforts have no positive impact on overall productivity, though thankfully for staff and employers alike, research repeatedly demonstrates a clear correlation between employee wellbeing and increased productivity.

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Employee engagement Surveys Metrics Marketing 52