The #1 source for research-backed contact center insights

Conversation Excellence Lab

The Conversation Excellence Lab is Balto’s hub for academic-level research. We create thought-leading content with the support of research teams and in-house data.

Subscribe to future Conversation Excellence Lab reports below:

How to Recession-Proof Your Contact Center, According to 360+ Executives

As the global economy shows signs of recession, we wanted to understand how executives are planning to shift their contact center budgets. We spoke with hundreds of executives to understand their perceptions of the contact center, and their spending plans for the near future.

The Case For the Anti-Script

Though scripts are seen as a cornerstone of contact centers, getting agents to stay on track presents pain points for managers and agents alike when trying to reach the best possible call outcomes.

Contact Center Attrition: What Agents Want in 2022

We surveyed over 2,000 contact center employees and asked them to tell what they need to be fulfilled and successful in their roles.

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Thumbnail image for Balto's Conversation Excellence Lab Report "What Agents Want in 2022"

Contact Center Attrition: What Agents Want in 2022

Contact centers want to keep their employees happy and engaged, and Balto wants to help. We surveyed over 2,000 contact center employees and asked them to tell what they need to be fulfilled and successful in their roles.

Help Us Build Better Conversations

1. We’re the number one research team in the contact center space. No other team matches our depth of information. The sheer amount of data we collect, combined with our in-house PhD power and key relationships with academic institutions, allows us to deliver data-backed, validated research to our audience.

2. All our reports are based on original research led by our team and data sourced from industry surveys, academic partnerships, and insights derived from Balto’s industry-leading platform, which has reached a milestone of 145M+ calls to date.

3. Our research focuses on a wide range of topics, including language, conversations, negotiation, and other interpersonal processes observed in customer/company communication channels.

4. Our work has been cited by several industry publications and experts, including Customer Contact Central, No Jitter, Myra Golden, Shep Hyken, and more.

The Conversation Excellence Lab works with:

  • Industry analysts
  • Academic researchers
  • Industry publications
  • Others, depending on the project

Whether you would like to co-lead a research project, co-author a report, or cite our findings, we’d love to hear from you. Reach out to us here.

We’re open to discussing any opportunities. Here are some of the projects we’ve worked on:

  • An industry survey of 2000 contact center agents about their motivations at work, and what they need in order to stay at their job.
  • The Balto Real-Time Index, a platform providing industry-level insights derived from 140m+ calls.
  • Sponsoring and guest judging a student pitch competition at a prestigious sales program.
  • Reports on the effects of manager intervention on call performance.
  • Providing free licenses of Balto software in a lab setting in order to conduct conversation research with university students.

You can always propose an idea to us by contacting us here.

If you would like to cite our findings, thank you! Please credit any findings to the Conversation Excellence Lab and link to the particular report.

Get in touch for more information about working with us by contacting us here.

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