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Best real-time agent assist tools for AHT reduction featuring Balto, Cresta, Dialpad, Five9, NICE CXone

Best Real-Time Agent Assist Tools for Reducing Average Handle Time (2026)

Chris Kontes

Compare the 10 best real-time agent assist tools for reducing average handle time in 2026, ranked by published AHT impact and backed by evidence.

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The average handle time formula is talk time plus hold time plus after-call work divided by the total number of calls.

Oct 16, 2026

Average Handle Time Formula: How to Calculate and Improve AHT

How to reduce average handle time in a call center: 10 strategies, industry benchmarks, and a 30-60-90 day plan

Oct 15, 2026

How to Reduce Average Handle Time in a Call Center

Top HIPAA-Compliant AI Agent Assist Platforms in 2026 — featuring Balto, Cresta, Observe.AI, Talkdesk, and NICE Enlighten AI

Oct 14, 2026

Top HIPAA-Compliant AI Agent Assist Platforms in 2026

You Bought All the AI. Nobody Fixed the Conversation. — a contact center agent experience and AI ROI commentary by Max Noxon

Oct 7, 2026

You Bought All the AI. Nobody Fixed the Conversation.

Best AI Tools for Contact Center Workforce Management — featuring Verint, Assembled, NICE CXone, Genesys, and Balto

Sep 30, 2026

Best AI Tools for Contact Center Workforce Management

How BPOs standardize quality with AI — featuring Balto's #1 out of 51 ranking in the CMP Research Prism for QA automation solutions plus the 4 dimensions (behavioral standards, compliance rules, tone and voice, KPI thresholds)

Sep 23, 2026

How BPOs Standardize Quality With AI

Best Contact Center AI Software for Travel and Hospitality — featuring Balto, Cresta, Observe.AI, Talkdesk, and NICE CXone

Sep 22, 2026

Best Contact Center AI Software for Travel and Hospitality

Best Contact Center AI Software for Healthcare — featuring Balto, Cresta, Observe.AI, Talkdesk, and NICE CXone

Sep 17, 2026

Best Contact Center AI Software for Healthcare

How AI call monitoring prevents compliance violations - 1-3% traditional QA sampling to 100% AI-powered call monitoring with real-time enforcement

Sep 16, 2026

How AI Call Monitoring Prevents Compliance Violations

How to use AI to improve 90-day agent retention - 50% faster ramp, 100% call scoring, -75% escalations, +15pt quality scores

Sep 8, 2026

How to Use AI to Improve 90-Day Agent Retention

Best Real-Time Compliance Monitoring Software for Contact Centers in 2026 - featuring Balto, Cresta, Observe.AI, NICE Enlighten, and Verint

Sep 4, 2026

Best Real-Time Compliance Monitoring Software for Contact Centers in 2026

Best AI Tools for Contact Center Supervisors in 2026 - featuring Balto, Cresta, Observe.AI, MaestroQA, and NICE Enlighten

Aug 20, 2026

Best AI Tools to Help Contact Center Supervisors Manage Agents in 2026

Best Contact Center AI Software for Financial Services in 2026 - featuring Balto, Cresta, Observe.AI, eGain, and NICE Enlighten

Aug 11, 2026

Best Contact Center AI Software for Financial Services in 2026

Best AI Tools for Real-Time Agent Assist on Sales Calls in 2026 - featuring Balto, Cresta, Observe.AI, Gong, and Outreach

Aug 10, 2026

Best AI Tools for Real-Time Agent Assist on Sales Calls in 2026

Best AI Analytics Platforms for Contact Centers in 2026 - featuring Balto, Cresta, Observe.AI, CallMiner, and Verint

Aug 6, 2026

Best AI Analytics Platforms for Contact Centers in 2026

Top AI Agent Assist Platforms for Insurance Call Centers in 2026 - featuring Balto, Cresta, Observe.AI, NICE, and Genesys

Aug 4, 2026

Top AI Agent Assist Platforms for Insurance Call Centers in 2026

Which Contact Center AI Platforms Compound ROI Year Over Year - featuring Balto, Cresta, Observe.AI, NICE, and Genesys

Jul 29, 2026

Which Contact Center AI Platforms Compound ROI Year Over Year?

Best AI Agent Coaching Software for Contact Centers in 2026 - featuring Balto, Cresta, Observe.AI, MaestroQA, and Level AI

Jul 23, 2026

Best AI Agent Coaching Software for Contact Centers in 2026

Best Real-Time Agent Assist Platforms with the Strongest CCaaS Integrations in 2026 - featuring Balto, Cresta, NICE Enlighten, Genesys Copilot, and Five9 Genius

Jul 21, 2026

Best Real-Time Agent Assist Platforms with the Strongest CCaaS Integrations in 2026

Top AI Agent Assist Platforms for Appointment-Setting Call Centers in 2026 - featuring Balto, Cresta, Observe.AI, Outreach, and Nooks

Jul 17, 2026

Top AI Agent Assist Platforms for Appointment-Setting Call Centers in 2026

Top AI Agent Assist Platforms for Banks and Credit Unions in 2026 - featuring Balto, Observe.AI, Cresta, CallMiner, and Verint

Jul 15, 2026

Top AI Agent Assist Platforms for Banks and Credit Unions in 2026

Best Automated QA Tools for Mid-Market and Enterprise Contact Centers in 2026 - featuring Balto, Observe.AI, Level AI, CallMiner, and Verint

Jul 14, 2026

Best Automated QA Tools for Mid-Market and Enterprise Contact Centers in 2026

Best Contact Center AI Software for Collections in 2026 - featuring Balto, Observe.AI, Prodigal, Cresta, and CallMiner

Jul 13, 2026

Best Contact Center AI Software for Collections in 2026

Best AI for Objection Handling on Outbound Sales Calls in 2026 - featuring Balto, Cresta, Gong, Outreach, and Nooks

Jul 10, 2026

Best AI for Objection Handling on Outbound Sales Calls in 2026

Best AI Tools for Managing Call Center Service Levels in 2026 - featuring NICE CXone, Verint, Balto, Cresta, and Cognigy

Jul 8, 2026

Best AI Tools for Managing Call Center Service Levels in 2026

Which AI Provides the Deepest Contact Center Insights for Executives (2026) - featuring Balto, Observe.AI, Level AI, Cresta, and NICE Enlighten AI Analytics

Jul 7, 2026

Which AI Provides the Deepest Contact Center Insights for Executives? (2026 Framework + Platform Analysis)

Best AI Platforms for Improving Agent Utilization in Contact Centers (2026) - featuring Balto, Cresta, NICE CXone WFM, Verint, and Level AI

Jul 6, 2026

Best AI Platforms for Improving Agent Utilization in Contact Centers (2026)

Balto leadership accepting the 2026 Cloud-Based CX Solution of the Year award from CMP at the CCW Excellence Awards in Las Vegas

Jun 25, 2026

Balto Wins the 2026 Cloud-Based CX Solution of the Year at the CCW Excellence Awards

Best Contact Center AI Automation Software in 2026 — 10 top tools across 4 categories: Conversation Automation, Real-Time Augmentation, Workflow Automation, and CCaaS-Embedded AI

Jun 10, 2026

Best Contact Center AI Automation Software: Top Tools Across 4 Categories (2026)

How agent assist AI improves customer support: 6 KPI levers covering AHT compression, FCR lift, ramp acceleration, compliance protection, 100% QA coverage, and closed-loop ROI compounding

May 29, 2026

How Agent Assist AI Improves Customer Support: 8 Mechanisms That Move Every KPI

Best AI Agent Assist Software for Support Teams in 2026 — featuring Balto, Cresta, Observe.AI, Level AI, and ASAPP

May 28, 2026

Best AI Agent Assist Software for Support Teams: The 9 Top Tools by Category (2026)

What Is Agent Assist in Call Centers? A Complete Guide

May 5, 2026

What Is Agent Assist in Call Centers? A Complete Guide

ROI of Investing in Agent Assist Platforms: 5 Categories

Apr 30, 2026

ROI of Investing in Agent Assist Platforms: 5 Categories

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

Apr 29, 2026

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

How Voice AI Agents Improve Customer Interactions: 8 Ways

Apr 28, 2026

How Voice AI Agents Improve Customer Interactions: 8 Ways

How to Improve Call Center Customer Experience: 8 Tactics

Apr 27, 2026

How to Improve Call Center Customer Experience: 8 Tactics

Call Center Agent Coaching: Techniques & Templates

Apr 22, 2026

Call Center Agent Coaching: Techniques & Templates

How to Improve Call Center Agent Performance (10 Strategies)

Apr 21, 2026

How to Improve Call Center Agent Performance (10 Strategies)

Best Call Center Software for BPO Companies (2026)

Apr 21, 2026

Best Call Center Software for BPO Companies (2026)

Best Call Center Software for Home Improvement (2026)

Apr 20, 2026

Best Call Center Software for Home Improvement (2026)

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Apr 20, 2026

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Best Call Center Software for Banking (2026 Guide)

Apr 20, 2026

Best Call Center Software for Banking (2026 Guide)

Automated Agent Performance Tracking: How AI Improves Contact Center Performance

Apr 8, 2026

Automated Agent Performance Tracking: How AI Improves Contact Center Performance

Top 8 Best Tools for Tracking Agent Performance (2026 Guide)

Apr 6, 2026

Top 8 Best Tools for Tracking Agent Performance (2026 Guide)

Best Call Center Software for Insurance Companies in 2026

Apr 3, 2026

Best Call Center Software for Insurance Companies in 2026

Top 10 Best Call Center Quality Monitoring Tools (2026 Guide)

Apr 2, 2026

Top 10 Best Call Center Quality Monitoring Tools (2026 Guide)

Top 10 Best Real-Time Agent Guidance Tools (2026 Guide)

Mar 31, 2026

Top 10 Best Real-Time Agent Guidance Tools (2026 Guide)

How to Use AI in B2B Sales: 15 Use Cases & a Practical Implementation Framework

Mar 24, 2026

How to Use AI in B2B Sales: 15 Use Cases & a Practical Implementation Framework

Real-Time Monitoring in Call Centers: How it Works & Best Practices

Mar 20, 2026

Real-Time Monitoring in Call Centers: How it Works & Best Practices

How to Deal with Call Center Burnout (15 Tested Strategies)

Mar 18, 2026

How to Deal with Call Center Burnout (15 Tested Strategies)

15 Call Center Cost Reduction Strategies for 2026

Mar 13, 2026

15 Call Center Cost Reduction Strategies for 2026

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Feb 24, 2026

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

Feb 19, 2026

Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

Feb 13, 2026

What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

Feb 5, 2026

Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

Chatbot vs Voicebot: Which Is Right for Your Contact Center?

Feb 3, 2026

Chatbot vs Voicebot: Which Is Right for Your Contact Center?

Top 9 Voice AI Agent Companies: A Buyer’s Guide for Contact Centers

Jan 28, 2026

Top 9 Voice AI Agent Companies: A Buyer’s Guide for Contact Centers

20 Call Center Quality Assurance Metrics: The Complete QA Playbook

Jan 26, 2026

20 Call Center Quality Assurance Metrics: The Complete QA Playbook

8 Best Contact Center Solutions for Enterprise

Jan 21, 2026

8 Best Contact Center Solutions for Enterprise

How to Improve Customer Satisfaction in a Call Center

Nov 4, 2025

How to Improve Customer Satisfaction in a Call Center

How sentiment analysis improves customer experience: real-time guidance, agent coaching, churn prediction, and proactive service

Oct 31, 2025

How Can Sentiment Analysis be Used to Improve the Customer Experience?

How Does Reducing Repeat Calls Improve the Customer Experience?

Oct 28, 2025

How Does Reducing Repeat Calls Improve the Customer Experience?

What Is CSAT in Customer Service? Definition, Formula & Benchmarks

Oct 27, 2025

What Is CSAT in Customer Service? Definition, Formula & Benchmarks

How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

Oct 23, 2025

How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking

Oct 22, 2025

Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking

The contact center roadmap for digital transformation asks you to: 1) Assess current state and set goals; 2) Build a business case and secure buy-in; 3) Prioritize quick wins and foundational technologies; 4) Implement in phases with agile iterations; 5) Empower and train your agents; and, 6) Monitor, measure, and optimize next steps.

Oct 16, 2025

Call Center Workforce Optimization: Strategies, Tools & Best Practices for 2025

Did You Know Balto Supports Omnichannel?

Oct 15, 2025

Did You Know Balto Supports Omnichannel?

RPA Use Cases in Customer Service: How Automation Transforms CX

Oct 13, 2025

RPA Use Cases in Customer Service: How Automation Transforms CX

Benefits of omnichannel customer service include: faster, more efficient resolutions; higher customer satisfaction and loyalty; personalized experiences at scale; increased agent productivity; and actionable business insights

Oct 9, 2025

What Is Omnichannel Customer Engagement? A Complete Guide for Contact Centers

Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX

Oct 7, 2025

Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX

MOS score for VoIP: definition, calculation formula, benchmarks, and how to improve call quality in cloud-based call centers

Sep 30, 2025

MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality

Customer conversation analytics: how AI extracts insights from contact center interactions to drive performance, QA, and CX improvements

Sep 29, 2025

Customer Conversation Analytics: Definition, Benefits, and Use Cases

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Sep 26, 2025

12 First Call Resolution Best Practices: Complete Guide for Contact Centers

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Sep 25, 2025

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Example of customer sentiment analysis detecting mixed emotions in a post-call survey.

Sep 24, 2025

11 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls

To measure ROI effectively, make sure to establish a baseline; use a balanced metric mix; connect metrics to business value; track both short- and long-term impact; leverage dashboards and automation; and revisit your ROI framework regularly.

Sep 17, 2025

Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools

Automatic speech recognition (ASR) meaning: how voice-to-text technology works, applications, and use cases in contact centers

Sep 15, 2025

Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases

Call center quality monitoring scorecard: structure, scoring criteria, and how to build one that drives agent improvement

Sep 11, 2025

Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices

Customer sentiment analysis meaning: definition, how it works, key techniques, and use cases for contact centers

Sep 10, 2025

Customer Sentiment Analysis Meaning, Examples, & Benefits

How to measure the ROI of customer service: formulas, key metrics, and best practices for proving the business impact

Sep 9, 2025

The 6 Best Ways to Measure the ROI of Customer Service

Aug 20, 2025

The Key Difference Between Brand and Customer Experience in Your Contact Center

The best contact center quality assurance software is tailored for your team’s unique needs. Balto, Zoho Desk, Qualtrics, LiveAgent, and Convin.ai all boast different strengths and key features.

Aug 19, 2025

Best Call Center Gamification Software in 2025: Top Tools, Features & Buyer’s Guide

This image lists the key features and benefits of using speech analytics tools and solutions in your contact center.

Aug 18, 2025

Benefits of Speech Analytics: How to Turn Every Call Into Actionable Insights

Balto’s Multilingual Conversation AI Is Now Live in 20+ Languages

Aug 15, 2025

Balto’s Multilingual Conversation AI Is Now Live in 20+ Languages

CSAT vs NPS vs CES: the three core customer experience metrics, when to use each, and how to interpret them

Aug 13, 2025

CSAT vs NPS vs CES: How to Choose the Right CX Metric for Your Contact Center

Call deflection rate: how to measure, benchmark, and improve self-service deflection in contact centers

Aug 12, 2025

Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It

How AI is transforming contact centers

Aug 7, 2025

Digital Transformation in Contact Centers: A Complete Guide

What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers

Aug 5, 2025

What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers

The Complete Guide to PCI Compliance for Call Centers in 2025

Jul 24, 2025

The Complete Guide to PCI Compliance for Call Centers in 2025

Best call center software solutions: top tools for AI agents, real-time guidance, QA automation, and customer experience

Jul 22, 2025

The 9 Best Call Center Software Solutions in 2025

Top contact center automation trends: AI-powered agent assist, automated QA, omnichannel routing, and conversational analytics

Jul 15, 2025

11 Call Center Automation Trends That Will Shape 2025

This image shows 10 technology and AI trends impacting contact center automation in 2025, including: AI-powered agent assistance; intelligent call routing; voice analytics; self-service automation; automated QA and compliance; Robotic Process Automation (RPA); omnichannel workflows; coaching and training; cloud-based solutions; and security and privacy.

Jul 14, 2025

The Top 10 Contact Center Technology Trends That Will Define 2025

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Jul 2, 2025

What Is Abandonment Rate in a Call Center? A Complete Guide

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Jul 1, 2025

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Jun 27, 2025

How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

What Does After-Call Work (ACW) Mean in a Call Center?

Jun 26, 2025

What Does After-Call Work (ACW) Mean in a Call Center?

Agent utilization formula in a call center: Agent Utilization = (Total Handle Time + After-Call Work Time) ÷ Total Logged-In Time

Jun 25, 2025

How to Calculate and Improve Service Level in Your Call Center

Jun 24, 2025

Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Jun 16, 2025

Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right

What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

Jun 12, 2025

Contact Center vs Call Center: What’s the Difference?

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

Jun 9, 2025

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

What is a good Customer Effort Score (CES): how to measure CES, industry benchmarks, formulas, and improvement tips

Jun 9, 2025

What is a Good Customer Effort Score (CES)? An In-Depth Guide

8 strategies to improve call center customer experience: define better CX, make empathy systematic, eliminate context loss, standardize personalize, measure every call, close QA-coaching loop, reduce tool friction, use real-time guidance

May 12, 2025

Proven Techniques to Improve Call Center Customer Service

The contact center roadmap for digital transformation asks you to: 1) Assess current state and set goals; 2) Build a business case and secure buy-in; 3) Prioritize quick wins and foundational technologies; 4) Implement in phases with agile iterations; 5) Empower and train your agents; and, 6) Monitor, measure, and optimize next steps.

May 9, 2025

How Artificial Intelligence is Transforming Contact Centers

Why Sampling 200 Calls Still Delivers Big Results

Apr 12, 2025

Why Sampling 200 Calls Still Delivers Big Results

AI-Powered Speech Analytics – Do Technical Details Matter?

Mar 25, 2025

AI-Powered Speech Analytics – Do Technical Details Matter?

Is Your Contact Center Ready for AI? Here’s How to Find Out

Mar 25, 2025

Is Your Contact Center Ready for AI? Here’s How to Find Out

Call Center Insights in 2025: Enhance the Customer Experience

Mar 17, 2025

Call Center Insights in 2025: Enhance the Customer Experience

Call Center Automation: Definition, Trends, Benefits, & Use Cases

Mar 3, 2025

Call Center Automation: Definition, Trends, Benefits, & Use Cases

Examples of AI in Everyday Life: The Unforeseen Impact on Society

Feb 12, 2025

Examples of AI in Everyday Life: The Unforeseen Impact on Society

The AI Partner You Choose Today Will Define Your Success Tomorrow

Jan 29, 2025

The AI Partner You Choose Today Will Define Your Success Tomorrow

Call center coaching best practices: 8 strategies to improve agent performance, boost KPIs, and scale with real-time tools

Jan 22, 2025

Call Center Coaching: 8 Top Tips and Best Practices

Top Call Center Agent Performance Metrics You Must Track

Jan 21, 2025

Top Call Center Agent Performance Metrics You Must Track

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Jan 18, 2025

10 Contact Center Management Tips: Best Practices, Metrics, & Roles That Drive Success

Contact Center Workforce Management: 2025 Guide

Jan 18, 2025

Contact Center Workforce Management: 2025 Guide

Call center quality assurance best practices: 7 strategies, key metrics, and AI-powered tools for consistent service

Jan 15, 2025

Call Center Quality Assurance: 7 Best Practices for Success

Call center data analytics use cases: customer behavior insights, agent performance trends, churn prediction, and operational efficiency

Jan 14, 2025

From Data to Action: Essential Call Center Analytics Use Cases for 2025

Balto's Real-Time Speech Recognition: Cutting-Edge Technology, Real Results

Jan 9, 2025

Balto's Real-Time Speech Recognition: Cutting-Edge Technology, Real Results

The Coming Wave of Fully Capable AI Virtual Agents – Are You Ready?

Jan 7, 2025

The Coming Wave of Fully Capable AI Virtual Agents – Are You Ready?

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Jan 6, 2025

The 5 Best Contact Center Quality Assurance Software Solutions for 2025

2025 Open Enrollment Landscape: Predictions for Medicare Sales

Jan 6, 2025

2025 Open Enrollment Landscape: Predictions for Medicare Sales

What Is Call Center Monitoring: Benefits, Best Practices & Tools

Jan 4, 2025

What Is Call Center Monitoring: Benefits, Best Practices & Tools

Mastering Call Center Productivity: A Complete 2025 Guide

Jan 3, 2025

Mastering Call Center Productivity: A Complete 2025 Guide

Contact Center Trends: What to Expect from AI in 2025

Dec 19, 2024

Contact Center Trends: What to Expect from AI in 2025

AI-Driven Excellence in Call Center Quality Management

Nov 28, 2024

AI-Driven Excellence in Call Center Quality Management

Conversational AI: Everything You Need to Know for Your Contact Center

Nov 18, 2024

Conversational AI: Everything You Need to Know for Your Contact Center

How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table

Nov 13, 2024

How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table

Contact Centers: The Perfect Place to Introduce AI to a Company?

Nov 5, 2024

Contact Centers: The Perfect Place to Introduce AI to a Company?

How AI is Powering, Not (Completely) Replacing, Contact Center Agents

Oct 29, 2024

How AI is Powering, Not (Completely) Replacing, Contact Center Agents

Six Expert Insights: How AI Will Shape the Future of Home Services

Oct 29, 2024

Six Expert Insights: How AI Will Shape the Future of Home Services

Agents or AI? Why the future of contact centers needs both to thrive

Oct 23, 2024

Agents or AI? Why the future of contact centers needs both to thrive

Call Center Scripting Software: AI for Dynamic Customer Service

Oct 22, 2024

Call Center Scripting Software: AI for Dynamic Customer Service

2025 Predictions: AI Voice Bots are the New Normal

Oct 14, 2024

2025 Predictions: AI Voice Bots are the New Normal

Redefining Customer Interactions with Real-Time Agent Assist

Oct 14, 2024

Redefining Customer Interactions with Real-Time Agent Assist

Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them

Sep 26, 2024

Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them

5 Coaching Tips for Effective Sales Calls

Sep 12, 2024

5 Coaching Tips for Effective Sales Calls

Balto Logs 300 Million Conversations Guided in Real-Time

Aug 19, 2024

Balto Logs 300 Million Conversations Guided in Real-Time

Call Center AI: The Key to Enhanced Customer Interactions

Aug 8, 2024

Call Center AI: The Key to Enhanced Customer Interactions

Health Insurance Sales Compliance in the Contact Center Guide

Jul 29, 2024

Health Insurance Sales Compliance in the Contact Center Guide

Balto Named 2024 CRM Top 100 Company for Customer Service

Jul 23, 2024

Balto Named 2024 CRM Top 100 Company for Customer Service

Data to Deals: AI Insights for Health Insurance Sales Excellence

Jul 2, 2024

Data to Deals: AI Insights for Health Insurance Sales Excellence

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

May 14, 2024

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

10 Real and Practical Ways Contact Center Leaders Use Generative AI

Jan 22, 2024

10 Real and Practical Ways Contact Center Leaders Use Generative AI

Replacing Customer Service Surveys with Sentiment Analysis

Jan 11, 2024

Replacing Customer Service Surveys with Sentiment Analysis

3 Ways Leaders Are Using Generative AI to Transform Their Contact Center

Dec 13, 2023

3 Ways Leaders Are Using Generative AI to Transform Their Contact Center

Three Tips to Transform Your Contact Center into a Customer Acquisition Machine

Dec 4, 2023

Three Tips to Transform Your Contact Center into a Customer Acquisition Machine

Redefining the Future of Enterprise Contact Center Solutions

Nov 2, 2023

Redefining the Future of Enterprise Contact Center Solutions

Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales

Oct 17, 2023

Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales

Customer Experience in Financial Services: A Comprehensive Guide

Sep 12, 2023

Customer Experience in Financial Services: A Comprehensive Guide

The Future of Sales: An In-Depth Look at Revenue Intelligence

Sep 7, 2023

The Future of Sales: An In-Depth Look at Revenue Intelligence

Maximizing Deals: How Sales Call Recording Boosts Revenue

Sep 6, 2023

Maximizing Deals: How Sales Call Recording Boosts Revenue

Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI

Sep 6, 2023

Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI

What is Call Center Compliance and Why You Can’t Ignore It

Aug 29, 2023

What is Call Center Compliance and Why You Can’t Ignore It

Five Considerations Before Implementing Contact Center AI Solutions

Jul 27, 2023

Five Considerations Before Implementing Contact Center AI Solutions

How to Use Conversation Analytics for Better Customer Insights

Jul 20, 2023

How to Use Conversation Analytics for Better Customer Insights

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Jul 19, 2023

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case

Jul 6, 2023

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case

How to Prepare Your Contact Center for Widespread Adoption of AI and Automation

Jul 5, 2023

How to Prepare Your Contact Center for Widespread Adoption of AI and Automation

How to Engage and Motivate Contact Center Agents

Jun 22, 2023

How to Engage and Motivate Contact Center Agents

Balto Hits Milestone of 200 Million Conversations Guided in Real-Time

Jun 6, 2023

Balto Hits Milestone of 200 Million Conversations Guided in Real-Time

Doing More With Less is Actually a Good Thing for Your Contact Center

May 22, 2023

Doing More With Less is Actually a Good Thing for Your Contact Center

What is Automated Quality Management (AQM) for Contact Centers?

May 9, 2023

What is Automated Quality Management (AQM) for Contact Centers?

What Is Contact Center AI?

Mar 29, 2023

What Is Contact Center AI?

Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker

Mar 20, 2023

Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker

Why Are Agents Who Use Balto 10% Happier at Work?

Mar 13, 2023

Why Are Agents Who Use Balto 10% Happier at Work?

Simplifying the Contact Center Agent Experience Starts with Observation

Feb 27, 2023

Simplifying the Contact Center Agent Experience Starts with Observation

Why 61% of Successful Agents Use Call Coaching Software

Feb 20, 2023

Why 61% of Successful Agents Use Call Coaching Software

Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations

Jan 11, 2023

Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations

How to Improve Call Center Productivity

Dec 15, 2022

How to Improve Call Center Productivity

Advanced Call Center Technology | Trends and Features You Should Know

Nov 29, 2022

Advanced Call Center Technology | Trends and Features You Should Know

1-on-1 Onboarding Tips for Your Contact Center

Nov 22, 2022

1-on-1 Onboarding Tips for Your Contact Center

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

Nov 18, 2022

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

What Is Conversation Intelligence Software?

Oct 27, 2022

What Is Conversation Intelligence Software?

The CMS Compliance Crackdown is Coming. Here’s How to Prepare

Oct 27, 2022

The CMS Compliance Crackdown is Coming. Here’s How to Prepare

Balto Releases Q3 '22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case

Oct 25, 2022

Balto Releases Q3 '22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case

5 Ways to Capture Tenured Agents' Knowledge for Improved Contact Center Performance

Oct 21, 2022

5 Ways to Capture Tenured Agents' Knowledge for Improved Contact Center Performance

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Oct 20, 2022

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence

Oct 4, 2022

Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence

Why Spanish is Today's Largest Growth Opportunity for Contact Centers

Sep 28, 2022

Why Spanish is Today's Largest Growth Opportunity for Contact Centers

Keeping Your Experienced and Top-Performing Agents Engaged

Sep 23, 2022

Keeping Your Experienced and Top-Performing Agents Engaged

How to Achieve Personalization in Banking Contact Centers

Sep 13, 2022

How to Achieve Personalization in Banking Contact Centers

Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance

Sep 9, 2022

Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance

The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers

Aug 25, 2022

The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers

How Conversational AI Is Transforming the Agent Experience in Contact Centers

Aug 22, 2022

How Conversational AI Is Transforming the Agent Experience in Contact Centers

Is the Contact Center Supervisor Position Flawed?

Aug 13, 2022

Is the Contact Center Supervisor Position Flawed?

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management

Aug 11, 2022

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management

Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States

Aug 5, 2022

Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States

Will AI Replace Contact Center Agents?

Aug 2, 2022

Will AI Replace Contact Center Agents?

Why Active Listening Is an Essential Soft Skill in the Contact Center

Jul 30, 2022

Why Active Listening Is an Essential Soft Skill in the Contact Center

4 Time-Tested Strategies to Overcome the "I'm Busy" Objection

Jul 30, 2022

4 Time-Tested Strategies to Overcome the "I'm Busy" Objection

Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers

Jul 30, 2022

Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers

Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center

Jul 21, 2022

Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center

Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts

Jul 18, 2022

Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

Jul 13, 2022

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

KPI Series: How to Measure Manager Productivity

Jul 12, 2022

KPI Series: How to Measure Manager Productivity

The Role of Voice in an Omnichannel World

Jul 8, 2022

The Role of Voice in an Omnichannel World

Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

Jul 6, 2022

Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

Agent Assist vs. Real-Time Guidance: What's the Difference?

Jun 29, 2022

Agent Assist vs. Real-Time Guidance: What's the Difference?

How an Evolving Contact Center Has Transformed the Agent Experience

Jun 17, 2022

How an Evolving Contact Center Has Transformed the Agent Experience

KPI Series: Reducing Manager Requests and Escalations

Jun 13, 2022

KPI Series: Reducing Manager Requests and Escalations

Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

Jun 10, 2022

Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

Jun 8, 2022

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry

Jun 8, 2022

Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry

Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research

Jun 7, 2022

Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research

Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

May 27, 2022

Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity

May 25, 2022

Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity

KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

May 13, 2022

KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

May 12, 2022

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt

May 10, 2022

Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt

Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition

May 10, 2022

Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition

KPI Series: Measuring and Improving QA Scores in Contact Centers

May 6, 2022

KPI Series: Measuring and Improving QA Scores in Contact Centers

Call Center Training: A Guide for Success

May 4, 2022

Call Center Training: A Guide for Success

A 10-Step Action Plan for Combating Contact Center Attrition

May 4, 2022

A 10-Step Action Plan for Combating Contact Center Attrition

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

Apr 29, 2022

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

KPI Series: The Importance of Conversion Rates and How to Improve Them

Apr 27, 2022

KPI Series: The Importance of Conversion Rates and How to Improve Them

3 Ways to Eliminate Agent Mistakes on Calls

Apr 21, 2022

3 Ways to Eliminate Agent Mistakes on Calls

KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores

Apr 20, 2022

KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores

KPI Series: Reducing Contact Center Agent Ramp Time

Apr 16, 2022

KPI Series: Reducing Contact Center Agent Ramp Time

KPI Series: How to Reduce Your Call Center Average Handle Time

Apr 4, 2022

KPI Series: How to Reduce Your Call Center Average Handle Time

Enhancing Human Communication with AI: How It's Done and Why It Matters

Mar 30, 2022

Enhancing Human Communication with AI: How It's Done and Why It Matters

6 Things All Successful Sales Calls Have in Common

Mar 23, 2022

6 Things All Successful Sales Calls Have in Common

How to Ensure Top-Performing Agents Are Recognized

Mar 21, 2022

How to Ensure Top-Performing Agents Are Recognized

One and Done: How to Effectively Coach Agents the First Time

Mar 18, 2022

One and Done: How to Effectively Coach Agents the First Time

Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers

Mar 17, 2022

Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers

3 Crucial Soft Skills for Contact Center Coaching and Leadership

Mar 15, 2022

3 Crucial Soft Skills for Contact Center Coaching and Leadership

Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence

Mar 11, 2022

Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence

Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery

Mar 10, 2022

Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery

The Top 9 KPIs High-Performing Contact Centers Measure

Mar 9, 2022

The Top 9 KPIs High-Performing Contact Centers Measure

How Contact Center Demographics Can (and Should) Influence Leadership Tactics

Mar 2, 2022

How Contact Center Demographics Can (and Should) Influence Leadership Tactics

Contact Center Employee Retention – 3 Solutions That Actually Work

Feb 28, 2022

Contact Center Employee Retention – 3 Solutions That Actually Work

5 Negotiation Tips to Improve CSAT in Collections

Feb 23, 2022

5 Negotiation Tips to Improve CSAT in Collections

Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List

Feb 22, 2022

Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

Feb 14, 2022

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

Balto Recognized As 2022 Best Place to Work By Purpose Jobs

Jan 27, 2022

Balto Recognized As 2022 Best Place to Work By Purpose Jobs

With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert

Jan 24, 2022

With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert

Balto Invests in Contact Center Research With The Conversation Excellence Lab

Jan 19, 2022

Balto Invests in Contact Center Research With The Conversation Excellence Lab

Balto Becomes First to Guide 100 Million Conversations in Real-Time

Jan 11, 2022

Balto Becomes First to Guide 100 Million Conversations in Real-Time

The 7 Step Process to Sell More Insurance

Oct 12, 2021

The 7 Step Process to Sell More Insurance

Zing Health-Balto Partnership Gets Medicare Questions Answered

Oct 9, 2021

Zing Health-Balto Partnership Gets Medicare Questions Answered

Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding

Sep 7, 2021

Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding

Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers

Aug 19, 2021

Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers

Tips for Building Rapport With Any Customer

Aug 12, 2021

Tips for Building Rapport With Any Customer

Balto Announces End to QA & Coaching as We Know It

Aug 5, 2021

Balto Announces End to QA & Coaching as We Know It

How To Identify and Overcome Unconscious Bias in Customer Service

Aug 4, 2021

How To Identify and Overcome Unconscious Bias in Customer Service

Is AI Replacing Human Jobs in Customer Service?

Jul 22, 2021

Is AI Replacing Human Jobs in Customer Service?

Business Guide To Scaling Sales With Tech Solutions

Jul 14, 2021

Business Guide To Scaling Sales With Tech Solutions

Natural Language Processing: How Machines Are Getting Better at Human Language

Jun 21, 2021

Natural Language Processing: How Machines Are Getting Better at Human Language

Balto Named a Gartner Cool Vendor in CRM Customer Service and Support

Jun 4, 2021

Balto Named a Gartner Cool Vendor in CRM Customer Service and Support

How Three Sales Teams Leveled Up With Real-Time Guidance

May 17, 2021

How Three Sales Teams Leveled Up With Real-Time Guidance

The 30% Myth: A Hot Take on Close Rates

May 14, 2021

The 30% Myth: A Hot Take on Close Rates

Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes

May 3, 2021

Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes

Why Your Insurance Agents Don’t Sell As Much As They Could

Mar 18, 2021

Why Your Insurance Agents Don’t Sell As Much As They Could

5 Reasons Why Your Sales Force Should Always Be Closing

Mar 12, 2021

5 Reasons Why Your Sales Force Should Always Be Closing

How To Empathize With Customers Over the Phone

Mar 3, 2021

How To Empathize With Customers Over the Phone

First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center

Jan 11, 2021

First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center

The Newest Call Center Technologies and Future Trends

Dec 14, 2020

The Newest Call Center Technologies and Future Trends

Using Speech Analytics for Call Coaching in Real-Time

Nov 11, 2020

Using Speech Analytics for Call Coaching in Real-Time

Conversation Intelligence Leader Balto Secures $10 Million Series A Funding

Oct 15, 2020

Conversation Intelligence Leader Balto Secures $10 Million Series A Funding

Ensure Compliance with Call Quality Parameters

Mar 7, 2020

Ensure Compliance with Call Quality Parameters

Best Practices for De-Escalating a Call

Jan 27, 2020

Best Practices for De-Escalating a Call

How to Create Urgency in Sales – 5 Killer Strategies

Jul 7, 2019

How to Create Urgency in Sales – 5 Killer Strategies

13 Phone Selling Techniques and Tips to Rapidly Improve Sales Calls

Apr 22, 2019

13 Phone Selling Techniques and Tips to Rapidly Improve Sales Calls

Boost Revenue with Balto's Call Software for Call Centers

Apr 22, 2019

Boost Revenue with Balto's Call Software for Call Centers

Coaching Call Center Agents: Best Practices

Apr 22, 2019

Coaching Call Center Agents: Best Practices

Create An Effective Call Quality Monitoring Checklists

Apr 22, 2019

Create An Effective Call Quality Monitoring Checklists

Is It Time to Update Your Call Quality Monitoring Parameters?

Apr 22, 2019

Is It Time to Update Your Call Quality Monitoring Parameters?

Balto Perfects Call Quality Monitoring Solution

Apr 18, 2019

Balto Perfects Call Quality Monitoring Solution

Sales Tips and Tricks: Overcome Sales Objections with AIOA

Apr 5, 2019

Sales Tips and Tricks: Overcome Sales Objections with AIOA

Sales Tips and Tricks: Value Confirmation Questions

Apr 5, 2019

Sales Tips and Tricks: Value Confirmation Questions

What is Real-Time Speech Analytics?

Mar 19, 2019

What is Real-Time Speech Analytics?

What is Real-Time Speech Analytics For Collections?

Mar 8, 2019

What is Real-Time Speech Analytics For Collections?

Soft Selling in Hard World – Using Effective Probing Questions to Improve Sales Conversations

Mar 5, 2019

Soft Selling in Hard World – Using Effective Probing Questions to Improve Sales Conversations

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