The Conversation Excellence Lab
The Conversation Excellence Lab was launched in January 2022. Co-lead by myself and a project manager, we spearheaded Balto's research arm. In one year, we produced 15+ whitepapers, several webinars, two interviews, and partnered with major research institutions.
Whitepapers
The CEL created, executed, and analyzed in-depth surveys for the contact center industry. Our findings were reported on Balto's website, LinkedIn, and through our email newsletter.
Webinars
Our team produced and hosted public webinars for every published report. Each webinar shared our main takeaways and actionable insights for contact centers.
The Balto Real-Time Index
The CEL created and maintained a database of insights for Balto's ICP. The data was updated monthly for each industry, including top objections, top rebuttals, etc.
