Learning and Work Hybrid Seminars, Maastricht University, SBE, Spring 2025

Our regular Tuesday hybrid seminar series (from 12:00 to 13:00, onsite and also via zoom) features researchers from different disciplines, with focuses on both academic and policy issues.

 

L&W hybrid seminar organizers

Raymond Montizaan: r.montizaan@maastrichtuniversity.nl
Katarina Wessling: k.wessling@maastrichtuniversity.nl
Steffen Künn: s.kuenn@maastrichtuniversity.nl

 

  • Upcoming seminars 2025

    When: March 18
    Time: 12h00 – 13h00
    Where: TS53 - C-1.03

    Speakers: Pelin Özgül and Nicholas Rounding - ROA Maastricht University

    Title: Artificial Intelligence in Coaching: Improving Productivity and Communication Quality for Call Center Agents 

    Abstract: This paper analyzes the impact of artificial intelligence (AI) on worker productivity. Using a unique dataset from a large European financial service provider, we evaluate the introduction of a labor-augmenting AI tool in the coaching regime of call center agents. The data includes both traditional productivity metrics, such as call handling time, and complex AI-generated measures of communication style. We exploit the company’s staggered introduction of the AI tool to estimate causal effects. The AI-enhanced coaching reduces agents’ call handling time by approximately 10%, with larger effects for low- compared to their high-tenured agents. These productivity gains are primarily driven by improvements in problem-solving skills and communication styles.

    Upcoming scheduled seminars:
    1-4-2025   Benjamin Krebs (University of Basel)
    15-4-2025 Dieter Verhaest (KU Leuven)
    6-5-2025   Jean-William P. Laliberté (University of Calgary)
    20-5-2025 Sergio Para Cely (ROA-Maastricht University)
    10-6-2025 Hannah Illing (University of Bonn)
    24-6-2025 Brigitte Schels (Paris Lodron University Salzburg)
    1-7-2025   Ulf Zölitz (University of Zurich)

     

    Previous seminars

    January 14, 2025 Lorenzo Navarini (University of Vienna) - “Changes in Returns to Multidimensional Skills across Cohorts”

    January 28, 2025 Elke Claes (MILE/ ROA) - Private vs. Public Schooling: The Role of School Composition

    February 11, 2025 Jonas Detemple (BIBB/University of Bamberg) - Career Success of Mothers and Fathers - The Role of Local Public Childcare (joint w/ Katarina Weßling & Dominik Becker)

    February 25, 2025 Mantej Pardesi (ROA-Maastricht University) - Technology, Capital Vintages and Training - Role of capital investments in firm’s skill formation strategy

     
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