Month: February 2023

Simplifying the Contact Center Agent Experience Starts with Observation

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Guest post by Jeremy Watkin Over the course of my career leading teams in the contact center I’ve led in-house support teams that were 20 feet away, remote teams that were more like 20 miles away, and remote, outsourced teams that were 1,000 miles away. Regardless of location, I’ve grown keenly aware of a couple…

Agent Performance & Coaching

Simplifying the Contact Center Agent Experience Starts with Observation

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AI & Automation

Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency

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Agent Performance & Coaching

Why 61% of Successful Agents Use Call Coaching Software

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Thumbnails for Balto and CEL press release

Industry Trends

Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice

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