Month: July 2022

Thumbnail for Why Active Listening Is an Essential Soft-skill in the Contact Center

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

Maria Edington

You’ve got a contact center team of all-stars. They’re comfortable on the phone, pleasant, and knowledgeable. However, call times are extensive, and escalations are prevalent. So, where’s the missing link? According to our revealing Real-Time Index report on contact center call trends, it could be the lack of active listening. We compiled data on 140…

Thumbnail for Why Active Listening Is an Essential Soft-skill in the Contact Center

Agent Performance & Coaching

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

Maria Edington

Thumbnail for 4 Strategies to Overcome "I'm Busy" Objections in the Contact Center

Sales Enablement

4 Time-Tested Strategies to Overcome the “I’m Busy” Objection

Maria Edington

Thumbnails for Balto and CEL press release

Product & Company Updates

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

Maria Edington

Balto Spanish Launch Graphic

Product & Company Updates

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

Maria Edington

Balto and Converged Press Release

Product & Company Updates

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

Maria Edington

Product & Company Updates

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

Maria Edington

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Contact Center Operations

KPI Series: How to Measure Manager Productivity

Maria Edington

Thumbnail for The Role of Voice in Omnichannel World with Blair Pleasant

Customer Experience

The Role of Voice in an Omnichannel World

Maria Edington

Thumbnail for Tech Talk, Real-Time Redaction Keeps Personal Information Safe

AI & Automation

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

Maria Edington