Chris Kontes
Chris Kontes is the Co-Founder of Balto. Over the past nine years, he’s helped grow the company by leading teams across enterprise sales, marketing, recruiting, operations, and partnerships. From Balto’s start as the first agent assist technology to its evolution into a full contact center AI platform, Chris has been part of every stage of the journey—and has seen firsthand how much the company and the industry have changed along the way.
Posts by Chris Kontes
What Is Agent Assist in Call Centers? A Complete Guide
Agent assist in call centers is software that helps human agents during or around customer interactions by surfacing the right information, guidance, or automation at the right moment. The category covers four distinct sub-types, and most teams researching agent assist for the first time confuse
ROI of Investing in Agent Assist Platforms: 5 Categories
Calculate the ROI of investing in agent assist platforms with 5 categories, formulas, a sample 200-agent business case, and pitfalls to avoid.
KPIs for Voice AI Agents in Contact Centers: 17 Metrics
The KPIs for voice AI agents in contact centers fall into four categories: operational, conversational quality, customer experience, and financial. Most teams track containment rate alone and call it a day, which is exactly how voice AI deployments end up force-resolving calls that should escalate,
How Voice AI Agents Improve Customer Interactions: 8 Ways
Voice AI agents improve customer interactions by replacing the IVR menu with a natural spoken conversation, picking up the call instantly, pulling customer context the moment the call connects, and either resolving the issue end-to-end or handing off to a human agent with the full transcript
How to Improve Call Center Customer Experience: 8 Tactics
To improve customer experience in a call center, you need to fix the agent-facing system that produces those interactions, not just train agents on customer-facing behaviors that fade by week 4. Most centers measure CX after the fact through post-call surveys with single-digit response rates, supervisors
Call Center Agent Coaching: Techniques & Templates
Learn 5 proven call center agent coaching techniques, a step-by-step session template, and how AI scales coaching to every agent on your team.
How to Improve Call Center Agent Performance (10 Strategies)
10 proven strategies to improve call center agent performance: evaluation, metrics, coaching, real-time AI guidance, and performance improvement plans.
Best Call Center Software for BPO Companies (2026)
Best call center software for BPO companies in 2026. CCaaS, AI Brain, and WFM & CRM tools reviewed for multi-client compliance and margin efficiency.
Best Call Center Software for Home Improvement (2026)
Best call center software for home improvement companies in 2026. CCaaS, AI Brain, and CRM tools reviewed for lead qualification and TCPA compliance.
Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)
Discover why Balto has a 4.8★ rating on G2. Learn what customers say about real-time guidance, automation, and impact on CX team performance.
Best Call Center Software for Banking (2026 Guide)
The 10 best call center software solutions for banking in 2026, reviewed by layer: CCaaS, AI Workforce, and CRM. Built for PCI compliance, FINRA, and CX.
Automated Agent Performance Tracking: How AI Improves Contact Center Performance
Learn how automated agent performance tracking works, including key metrics, AI tools, and real-time monitoring strategies.
Top 8 Best Tools for Tracking Agent Performance (2026 Guide)
Compare the best agent performance tracking tools for 2026, including AI-powered platforms that improve results in real time.
Best Call Center Software for Insurance Companies in 2026
Best call center software for insurance by layer: phone system (CCaaS), AI brain, and CRM. HIPAA tools for real-time guidance, QA, and compliance.
Top 10 Best Call Center Quality Monitoring Tools (2026 Guide)
Compare the best call center quality monitoring tools for 2026. Learn how AI-powered QA platforms improve coaching, compliance, and performance.
How to Use AI in B2B Sales: 15 Use Cases & a Practical Implementation Framework
Learn how to use AI in B2B sales with 15 real use cases and a step-by-step framework to improve pipeline, productivity, and revenue.
Real-Time Monitoring in Call Centers: How it Works & Best Practices
Learn how real-time monitoring in call centers works and how to improve performance, coaching, and customer experience in real time.
How to Deal with Call Center Burnout (15 Tested Strategies)
Learn 15 strategies to deal with call center burnout. Discover how management practices, technology, and AI tools can reduce agent stress.
15 Call Center Cost Reduction Strategies for 2026
Discover 15 call center cost reduction strategies for 2026. AI, optimization, and smarter processes can lower costs without hurting customer experience.
Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation
Explore conversational AI in insurance, including 16 real-world use cases, claims automation, agent assist, and safe implementation strategies.
Top 15 Voice AI Agent Use Cases for Contact Centers in 2026
Explore the top voice AI agent use cases for contact centers, from autonomous automation to real-time agent assist. Learn to prioritize and implement safely.
What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers
Learn how the human-in-the-loop approach balances automation and oversight to reduce risk, improve compliance, and strengthen CX in contact centers.
Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks
Compare voicebots vs conversational IVR. Learn key differences, use cases, CX risks, and how contact centers choose the right voice AI approach.
Chatbot vs Voicebot: Which Is Right for Your Contact Center?
Learn the difference between chatbot vs voicebot, key use cases, limitations, and how contact centers choose the right AI approach.
Top 9 Voice AI Agent Companies: A Buyer’s Guide for Contact Centers
Compare the top voice AI agent companies for contact centers. Learn the differences between voice agents and choose the right solution.
20 Call Center Quality Assurance Metrics: The Complete QA Playbook
Learn which call center quality assurance metrics matter most, how to structure QA scorecards, avoid mistakes, and scale QA with AI-enabled tools.
8 Best Contact Center Solutions for Enterprise
Discover the best contact center solutions for enterprise teams. This guide breaks down platforms, features, costs, and how to choose the right solution.
How to Reduce Average Handle Time in a Call Center
Learn how to reduce average handle time in a call center without hurting CX. Read for proven strategies, coaching tips, and AI insights.
How to Improve Customer Satisfaction in a Call Center
Discover 10 proven ways to improve customer satisfaction in your call center with real-time coaching, AI insights, and agent guidance from Balto.
How Can Sentiment Analysis be Used to Improve the Customer Experience?
Learn how sentiment analysis helps call centers and CX teams understand customer emotions, improve satisfaction, and coach agents in real time.
How Does Reducing Repeat Calls Improve the Customer Experience?
Learn how reducing repeat calls improves customer experience, boosts key CX metrics, and lowers costs, with real-time guidance from Balto.
What Is CSAT in Customer Service? Definition, Formula & Benchmarks
Learn what CSAT (Customer Satisfaction Score) means, how to calculate it, and how Balto’s real-time tools help boost customer satisfaction.
How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers
Learn how to analyze Voice of the Customer (VOC) data. Discover collection methods, key metrics, and how Balto enables real-time insights during every call.
Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking
Learn key outbound call center performance metrics, benchmarks, and how Balto’s AI helps teams track, coach, and convert smarter.
Call Center Workforce Optimization: Strategies, Tools & Best Practices for 2025
Learn how call center workforce optimization boosts efficiency, compliance, and customer experience. Explore tools, best practices, and AI solutions from Balto.
Did You Know Balto Supports Omnichannel?
You asked, we delivered. Balto now supports Omnichannel QA (email, SMS, and chat) alongside calls, bringing all your conversations into one trusted platform.
RPA Use Cases in Customer Service: How Automation Transforms CX
Explore top RPA use cases in customer service. Learn how automation boosts efficiency, accuracy, and CX—and how Balto’s real-time AI amplifies RPA impact.
What Is Omnichannel Customer Engagement? A Complete Guide for Contact Centers
Discover what omnichannel customer engagement is, why it matters for contact centers, and how Balto’s real-time AI unifies customer interactions.
Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX
Discover top generative AI use cases in customer service and see how Balto’s real-time AI empowers agents and enhances CX.
MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality
Learn what Mean Opinion Score (MOS) in VoIP is, how it’s measured, and why it matters for call quality.
Customer Conversation Analytics: Definition, Benefits, and Use Cases
Learn what customer conversation analytics is and how it works, as well as key metrics and winning use cases.
12 First Call Resolution Best Practices: Complete Guide for Contact Centers
Explore first call resolution best practices, agent tips, and AI solutions. Learn how Balto drives higher FCR and happier customers.
Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels
Discover Balto’s new 1–9 sentiment analysis model that tracks emotion shifts in real time, giving coaches deeper call insights beyond simple labels.
11 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls
Discover the top AI tools for real-time sentiment analysis in customer support calls. Compare features, benefits, and find the right fit for your call center.
Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools
Learn what omnichannel customer service is as well as its key benefits, best practices, and tools you can use to deliver seamless experiences.
Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases
Discover the meaning of automatic speech recognition (ASR), how it works, and why it matters for contact centers.
Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices
Learn what a call center quality monitoring scorecard is, why it matters, and how to build one with templates, examples, and AI QA best practices.
Customer Sentiment Analysis Meaning, Examples, & Benefits
Learn what customer sentiment analysis means, how it works in contact centers, real-world examples, key benefits, challenges, and AI-powered solutions.
The 6 Best Ways to Measure the ROI of Customer Service
Discover how to measure ROI of customer service. Learn formulas, metrics, & how Balto helps contact centers cut costs, boost revenue, & improve retention.
The Key Difference Between Brand and Customer Experience in Your Contact Center
Discover the difference between brand and customer experience. Learn definitions, key differences, and best practices to align BX and CX for growth.
Best Call Center Gamification Software in 2025: Top Tools, Features & Buyer’s Guide
Explore the best call center gamification software in 2025. Compare top tools, features, and ideas to boost agent engagement, performance, and CX.
Benefits of Speech Analytics: How to Turn Every Call Into Actionable Insights
Discover the benefits of speech analytics for contact centers, improving customer experience, agent performance, compliance, and sales growth.
CSAT vs NPS vs CES: How to Choose the Right CX Metric for Your Contact Center
Learn the differences between CSAT, NPS, and CES, their pros and cons, and how to use them together to improve contact center performance.
Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It
Learn what call deflection rate is, how to calculate it, and which tools and strategies can help you improve it in your contact center.
Digital Transformation in Contact Centers: A Complete Guide
Discover how digital transformation in contact centers improves CX, agent performance, and efficiency with AI, cloud, and automation.
What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers
What is contact center experience? Learn its meaning, key metrics, and ways to improve customer satisfaction and service quality.
The Complete Guide to PCI Compliance for Call Centers in 2025
Stay PCI compliant with this 2025 call center guide — includes a checklist, key controls, tools, and best practices to help your agents stay secure in real time.
The 9 Best Call Center Software Solutions in 2025
Compare the 9 best call center software solutions for 2025. Explore features, pricing, and a bonus tool to improve agent performance and QA in real time.
11 Call Center Automation Trends That Will Shape 2025
Explore 11 call center automation trends transforming 2025 - from AI-powered agent assist to RPA, QA automation, omnichannel workflows, and more.
The Top 10 Contact Center Technology Trends That Will Define 2025
Discover the top 10 contact center technology trends for 2025, from AI-powered agent tools to cloud platforms, omnichannel support, and advanced automation.
What Is Abandonment Rate in a Call Center? A Complete Guide
Learn what abandonment rate in a call center is, why it matters, how to calculate it, and how to reduce it with practical tips and tools.
8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center
Uncover what Net Promoter Score (NPS) is, how to measure it, and eight critical ways to improve net promoter score in a call center.
How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center
Learn what First Contact Resolution (FCR) means, how to measure it, industry benchmarks, and actionable strategies to improve your FCR rate.
What Does After-Call Work (ACW) Mean in a Call Center?
Learn what after-call work (ACW) means in a call center, why it matters, and how to calculate, reduce, and benchmark it - with tips and tools to streamline.
How to Calculate and Improve Service Level in Your Call Center
Learn how to improve service level in a call center with clear formulas, benchmarks, and expert tips - plus tools to boost performance in real time.
Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)
Discover the top 8 speech analytics tools for 2025, with feature comparisons, benefits, and expert tips for choosing the right voice analytics solution.
Average Handle Time Formula: How to Calculate and Improve AHT
Understand the Average Handle Time (AHT) formula and learn how to reduce AHT with real-world examples, expert tips, and AI-powered solutions.
Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right
Learn what call center agent utilization is, how to calculate it, and ways to improve it without burning out your team, with formulas, benchmarks, and tips.
Contact Center vs Call Center: What’s the Difference?
Learn the key differences between contact centers and call centers and what they mean for your customer experience strategy.
Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM
CMP Research just released its 2024 Prism for Automated QA/QM, naming Balto a Pioneering vendor, the highest possible distinction.
What is a Good Customer Effort Score (CES)? An In-Depth Guide
Learn what a good Customer Effort Score (CES) is, how to measure CES, and how to reduce friction with benchmarks, formulas, and improvement tips.
Proven Techniques to Improve Call Center Customer Service
Learn how to improve customer service in your call center with proven strategies, skill-building tips, and AI tools like Balto’s contact center AI platform.
How Artificial Intelligence is Transforming Contact Centers
Discover how AI is transforming contact centers through real-time guidance, chatbots, speech analytics, and QA automation. Learn how to get started.
Why Sampling 200 Calls Still Delivers Big Results
Why sampling 200 calls delivers powerful insights for your contact center. See how Balto uses smart sampling to save time and money.
AI-Powered Speech Analytics – Do Technical Details Matter?
Hey everyone, Chris here. It seems that every few months, there is a hot new contact center phrase. When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics “perspective” and was competing to rank in the top spot on Google. Speech analytics adorned every
From Data to Action: Essential Call Center Analytics Use Cases for 2025
Discover the top call center analytics use cases - from predictive analytics to sentiment analysis - and learn how to analyze call center data effectively.
The 5 Best Contact Center Quality Assurance Software Solutions for 2025
Discover the best contact center quality assurance software for 2025. Compare top tools and features to boost agent performance and CX.