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Showing posts with label Tech Trikes. Show all posts
Showing posts with label Tech Trikes. Show all posts

Blue-sky bias should be brought down to Earth

The Republican majority swept into Congress, promising to reduce government spending. One of the first targets was the US Geological Survey (USGS), an agency within the Department of the Interior. The survey had long prided itself on the excellence of its science, but its relatively small budget and low profile made it a good candidate for political sacrifice. The year was 1995.

As 2012 begins, we are entering the most critical and pivotal period for American science and technology policy since the late 1940s. After 60 years of dominance of rising federal spending, American science is now facing a protracted period of budgetary stagnation, or even contraction. From today’s vantage point, we can view the 1995 attack on the USGS as a harbinger of this new era.

USGS survived. A key factor in this was the 1,400 state and local organizations that collaborated with the agency to monitor and manage water resources. When these groups told their elected representatives about the importance of the survey for the good of the nation, Congress closed the USGS.

But over the past 15 years, mission agencies like the USGS, which primarily seek to serve public goals rather than advance science, have experienced minimal budgetary growth, in some cases even with no inflation.

Since 1996, research funding at the USGS has increased by only 16%; At the National Oceanic and Atmospheric Administration (NOAA), 11%; Environmental Protection Agency, 33%; National Institute of Standards and Technology (NIST), 38%; and the Centers for Disease Control and Prevention, 45%. Even the Department of Defense Research has grown relatively modestly to 60% in 15 years.

Yet, in the same period, government funding for research doubled. Most of the increase went to the National Institutes of Health (NIH) and the National Science Foundation (NSF). NIH’s budget has tripled; NSF has more than doubled. Together, they accounted for three-quarters of the increase in federal science spending. (While the NIH is in some respects a mission agency, its priorities, its work force, and image have focused on fundamental science, a reality that was in the effort of director Francis Collins to create an institute to translate research into useful technology. has been accepted).

Why is this a problem? As the USGS story shows, mission-agency research is directed at and by the needs of users. Mission agencies provide knowledge – fundamental and practical – to address diverse social problems such as preventing and preparing for natural and technological disasters, providing a scientific basis for environmental monitoring and protection, obesity and emerging infectious diseases. such as tackling public-health hazards, and developing standards and measures that facilitate technological innovation. Indeed, just a year ago, NOAA director Jan Lubchenko earned a spot on the cover of Nature for guiding her agency’s response to the Deepwater Horizon oil spill.

But as the current budget crisis unfolds, the erosion of mission-oriented research is likely to accelerate. For example, the spending bill passed in late November increased NSF’s budget by 2.5%, cut flat-funded NIST and NOAA by 4.3%.

It shouldn’t have been like this. America’s practical culture has long been considered to favor applied inquiry to fundamental science, a notion that goes back at least to Alexis de Tocqueville’s nineteenth-century classic Democracy in America.

And the text of modern American science policy, Vannevar Bush’s 1945 report Science the Endless Frontier, builds its case on the claim that the government would naturally support applied research, but should be forced to support basic work.

Why, then, ignore the mission agencies? An important reason may be that the major public voices speaking on behalf of research funding mostly come from high-reputation frontiers of science, and from institutions involved in such research – universities, national academies, professional scientific societies, etc. .

Last November, for example, the head of the American Association for the Advancement of Science called for a “rethinking of the science system” to make funding of university researchers more efficient (A. I. Leshner Science 334, 738;2011).

This is a worthy goal, but nowhere in his editorials, or in many similar examples of hand-writing, is it acknowledged that the main goal of rethinking science should be to ensure that scientific enterprise is accessible to the public in the present and future. continue to face the challenges. Wellness, not just protecting science for yourself.

Defending science for its own sake disproportionately benefits fundamental-science agencies, which can claim to do the most prestigious and therefore most clearly meaningful science.

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Optical frequency combs with a new dimension

Periodic pulses of combing light in the frequency domain are widely used for sensing and ranging. The key to the miniaturization of this technology towards chip-integrated solutions is the generation of dissociative solvent in ring-shaped microseronators. Disruptive solitons are stationary pulse revolving around a vertical line that rotates at the periphery of a nylonier resonance.

Since their first demonstration, the process of dissociative solitone formation has been extensively studied and is today regarded as textbook knowledge. Several directions of further development are actively investigated by various research groups around the world. One of these directions is the generation of solitons in a coupled resonator.

The collective effect of multiple resonances promises better performance and control over the frequency comb while exploiting another (spatial) dimension.

But how does the coupling of additional resonators change the soliton generation process? Any type of identifier oscillator affecting each other cannot be considered as a group of distinct elements. Because of the hybridization phenomenon, the excitation of such a system affects all of its elements, and the system is considered holistic.

When hybridization occurs the simplest case is two coupled oscillators or, in molecular terminology, a dimer. Pendulums and atoms as well as atoms as molecules experience the mode hybridization of coupled optical micrononometers but, unlike other systems, the number of modes involved is large (typically from tens to hundreds).

Therefore, solitones in a photonic dimer are generated in hybridized mode, which includes both resonators, which adds another degree of control when the hybridization parameters are reached.

In a paper published in Nature Physics, IBM Research Europe, led by researchers at Tobias J. Kippenberg’s lab at EPFL and Paul Seidler, demonstrated the generation of dissociative solitons and, therefore, a photonic molecule made of two micronoanuters has a coherent frequency comb.

The origin of one solitone in dimerit means two retrograde solitons in both resonant rings. The underlying electric field behind each mode of the dimer resembles two gears that turn in opposite directions, which is why the solitons in the photonic dimer are called gear solitons.

To characterize the heaters on both resonators and thereby control hybridization, the authors performed real-time tuning of the soliton-based frequency comb.

Even simple dimer arrangements, in addition to hybridized (gear) solitone generation, have demonstrated a variety of emergent phenomena, that is, no phenomena at the single-particle (resonator) level. For example, researchers predicted the effect of soliton hopping: periodic energy exchange between resonators while maintaining the solitonic state.

This phenomenon is the result of simultaneous generative generation in both hybridized mode families, whose interactions lead to energy oscillation. For example, soliton hopping can be used for the generation of configurable blankets in the radio-frequency domain.

“The production of physics in single resonance is relatively well understood,” says Alexey Tikan, a researcher at EPFL’s Laboratory of Photonics and Quantum Measurements. “The field is examining other directions of development and improvement. The coupled resonator is one of a few similar approaches. This approach would allow the employment of concepts from adjacent fields of physics.

For example, a person can use a topical insulator ( Known in solids) can form. State physics) by pairing resonators in a lattice, which will lead to the generation of strong frequency combs for lattice defects, and at the same time benefit from enhanced efficiency and additional degrees of control. . Our work moves towards a step. These fascinating ideas. “

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Smaller, more powerful devices possible with new technique

Later, semiconductors will also be able to bring an entirely new silicon revolution. But because it is impossible, the next best hope is to integrate semiconductors with 2-D atom-thin materials such as graphene, on which circuits can be built at incredibly small scales. A research team reported a new method for making this notoriously difficult combination work on an industrial scale.

The technique was reported today at Nature Communications by researchers at the KTH Royal Institute of Technology in Stockholm in collaboration with RWTH Aachen University in Germany, Universit der Bundeswehr M√ľnchen, AMO GmbH and Proteomics GmbH.

A reliable, industrially scalable method of integrating 2-D materials such as graphene with silicon semiconductors will help electronics and infirm in sensor technology and new capabilities for photonics.

However, integration of 2-D materials for semiconductors or a substrate with integrated electronics is fraught with many challenges. “This is always the critical stage of transferring from a particular growth substrate to the final substrate, on which you build sensors or components,” says Arne Quelmulge, researcher at Photonic Microsystems at KTH.

“You may want to combine a Graphene photodetector for optical on-chip communication with silicon read-out electronics,” Quelalmaz says. “But the development temperature of those materials is very high, so you cannot do this directly on the device substrate.”

At room temperature, the resin solidifies and forms a stable relationship between the 2-D material and the wafer, they say. “To stack the material, we repeat the heating and pressing steps. The resin again becomes viscous and behaves like a cushion, or a waterbed, which supports the stacking of the layer and the new 2-. D sticks to the surface of the material. ”

The researchers demonstrated the transfer of graphene and molybdenum disulfide (MoS2) as a representative for the transition metal dichlogenides, and stacked graphene with hexagonal boron nitride (hBN) and graferojuncts with MoS2. All the transferred layers and heterostructures were reportedly of high quality, namely, they exhibited uniform coverage up to 100-millimeter-size silicon wafers and little stress in the transferred 2-D materials, paper.

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5 Strategies to Improve Agent Experience in the Call Center

Based on our successful C3 events in Nashville and London, and all the excellent employee engagement management (WEM) presentations I saw there, I was once again reminded of the engaged staff. How tightly is it with a better customer experience. You cannot do it without the other party.

Leading contact centers know this again and again. We see that they use five proven strategies to increase agent engagement, improve customer retention, and enhance skill development to create a better internal customer experience. To exclude:

We delve deeper into these strategies in our new e-book 5 Enhancing Agent Engagement: 5 WEM strategies to deliver a better customer experience than Inside Out, but the topic is more heated and further understanding is guaranteed.

That’s why I recently reached out to Calabrio Contact Center analytics consultant Robin Butterfield and Labor Management Advisor (WFM) Laura Lucic to get expert insights on these strategies and what they see in it. Maidan says this.

Thank you very much for taking the time to share your real-world perspective on these powerful strategies. WEM’s first strategy is a very popular strategy among our customers. How do you view the policy adjustment contact center so that agents can control the arrangement?

[Robin] Flexible scheduling and shift bidding are the two strategies I use the most. Furthermore, its increasing popularity is for online self-service agents to look at available time (PTO), so they can plan the best time for a holiday.

[Laura] I accept flexible scheduling and shift bidding is very popular. I also see that converting business into value represents interests. Usually, companies with a good culture are creative in what they have to offer. And yet there are some things that can make an agent feel as if they are important when you are talking about a culture or business.

But only a few ideas can do this. For example, everyone likes the idea of ​​working from home. But some businesses may not submit ideas for compliance reasons.

Fortunately, there are other things you can do to create that kind of flexible environment that will motivate employees for the way they do their work. And finally, that makes for a great culture – building this kind of flexible thinking in your environment.

Absolutely, and how do you see contact centers investing in smooth agent workflows?
[Robin] Omni Channel is a large strategy company currently in use. Contact centers that take advantage of a large WFM system can use Omnicline to schedule a wide variety of activities to stay connected to various communication channels throughout the day.

One caveat is that some agents are not efficient on every channel, some are good on the phone. But not so great when communicating via chat or email, so companies using agent workflows on multiple channels need to be dedicated to managing agent training and coaching for the obnihannel world, often meaning That different types of coaching. For different types of channels

[Laura] It may seem self-evident to say so. But when it comes to workflow optimization, the process is very important. There are some processes in the contact center, so I spend a lot of time explaining to my customers which processes can help them run their business. Creating a process is important because the agent drives the nuts that are the contact center malfunction.

For example, they have a lot of apps that they should use every day, and not all talk to each other. It is not easy for the agent. And it is easy to blame the software or application for such anomaly.

But the problem often arises from lack of a process. Contact centers require a fair and documented process that everyone understands and expects agents to follow and be responsible for.

Empowering Agents with Self-Improvement Tools is the third WEM strategy we talk about in our new eBook. What do you think about this approach?

[Robin] I’m a big proponent of not only allowing agents. Instead, just log in to Calabrio to see programs and requests. But it also allows them to serve themselves in many other ways, using tools that help them reach out and empower them.

Let them gather information about them to play and listen to your call recordings. Be proactive and thoughtful about how they can manage more positive or effective interactions.

Agents flagged interactions that require more supervisor coaching. Let them open their files and recordings like libraries so that they can serve themselves to find constant calls for training and improvement.

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A Guide to Call Center Sentiment Analysis

If you are like me, you misinterpret more than share an unbiased message, because you cannot pinpoint the feeling behind the word. Serious delivery person? Is agreeing? It can be exhausting to think about the real meaning until you know the person and use their emoticons.

Contact center analysis can encounter the same type of problems when analyzing customer calls. It is not enough to analyze and understand what the customer has to say, the software also has to understand the meaning of the customer.

Most organizations do not do a good job of ensuring customer confidence overall. And if they fully rely on common means such as surveys and audiences, they will target only a small segment of the population and will not be able to truly understand customer satisfaction levels.

The good news is that the trend will change. With the increasing importance of customer voice data (VoC), contact centers are uniquely positioned to understand both meaning and context from customer interactions. Therefore, sentiment analysis is a powerful tool that call center managers and customer experience leaders can use to learn more about their customers.

What is intent analysis? How does it work in a service center

Not only does sentence analysis not only tell you the overall confidence score of your contact center, but it also adds contact center optimization (WFO) KPIs to combine confidence with metrics such as call duration, break time. Silence, Evaluation Score and Net Sponsored Score (NPS) help you identify trends that may not have gone unnoticed so far.

The sentiment analysis creates a scorecard that collects both the Personnel Optimization (WFO) image and the Workforce Engagement Management (WEM) image.

All citations on the call will be analyzed to score a trust. Be positive, negative or neutral. Looking at this dashboard, call center managers can notice call sentiment trends and are often able to identify further issues with other KPIs such as sales or NPS declines.

5 benefits of rational analysis in contact center

When your contact center takes advantage of sentiment analysis in conjunction with your call recording software, you don’t need to manually review the call or study interaction log to find out how customers feel about your business. We do.

The five best benefits of sentiment analysis are:

1.Capture agent efforts that are often ignored in common performance metrics

KPIs, such as call duration, do not always tell you how efficient your agents are. For example, a long call sometimes means that the agent has the expertise to handle complex issues. You can use sentiment analysis to continuously identify agents involved in positive emotion so that you do not miss rewards and learn from your top representative.

2. Send QM evaluators on the right track

Your evaluator does not have time to listen to every call to review the quality. Sentiment analytics can help identify the representatives involved in negative opinion calls, giving your evaluators an idea to get off to a better start. From which point of inspection?

3. Supplementary post-call survey to expand the voice of customers

Do not rely on a small percentage of customers responding to survey requests to find out how your customers feel about your brand. But you can supplement your survey results and focus groups with emotion analysis data so that you can understand the impact of every interaction.

4. Test the effectiveness of marketing campaigns

Marketers can use analytics to find out how customers view their latest advertising campaigns, practice the most effective marketing messages, find out how customers see their brands, or understand how customers Seem to line up differently. Product

5. Identify the root cause early

By removing trust in your daily contact center KPI reports, you can identify potentially ambiguous relationships. For example, you can look at a line chart showing customer retention rates with negative sentiment calls. Then, listen only to calls that are both a negative emotion and a low retention relationship to find out why customers are interested.

Case Study: How Meaningful Analysis Provides Business Value

Let’s look at a real-world example. North American furniture retailers have turned to Calabrio Sentiment Analysis to better understand how customer satisfaction varies with the product.

They assessed the confidence of all 49 product groups and found that the product with the most positive rating was the coffee table. This came as a surprise to him, as currently the sales figures for those tables are only average.

However, they learned from sentiment analysis that customers who own this coffee table were highly positive during their interaction with the contact center.

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