Month: August 2025

The relationship between BX and CX is straightforward: Brand experience is the promise you make to your customers, and customer experience is how you deliver on that promise through customer interaction that leads to loyalty and advocacy.

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

When it comes to winning customer loyalty, understanding the difference between brand and customer experience can make or break your strategy.  Many businesses treat them as the same thing, but they’re not. At Balto, we see every day how aligning the two can transform contact centers into brand powerhouses. Brand experience (BX) is the big…

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    The relationship between BX and CX is straightforward: Brand experience is the promise you make to your customers, and customer experience is how you deliver on that promise through customer interaction that leads to loyalty and advocacy.

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

    Chris Kontes Headshot

    Chris Kontes

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    Contact center gamification ideas are far-ranging and include things like daily or weekly challenges, customer kudos rewards, leaderboards, progress bars for goals, and more.

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

    Chris Kontes Headshot

    Chris Kontes

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    The six steps to implement speech analytics in your contact center are: 1) define clear goals; 2) choose the right platform; 3) integrate with existing systems; 4) train your team; 5) start with a pilot program; and 6) monitor and refine.

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

    Chris Kontes Headshot

    Chris Kontes

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

    Delilah Twersky

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    Instead of comparing net promoter score vs customer satisfaction vs customer effort score, consider using all three together for complete customer experience insight.

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

    Chris Kontes Headshot

    Chris Kontes

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    The call deflection rate formula is calculated based on the number of inquiries solved through self-service divided by the total number of inquiries. That final figure is then multiplied by 100 to arrive at a call deflection rate percentage.

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

    Chris Kontes Headshot

    Chris Kontes

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    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.

    Digital Transformation in Contact Centers: A Complete Guide

    Chris Kontes Headshot

    Chris Kontes

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    The contact center vs. call center customer experience varies in a few key ways. Call centers generally provide voice-only support and focus on wait time and resolution, while contact centers emphasize consistency and seamless handoffs across a suite of integrated tools, channels, and platforms.

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

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    Chris Kontes

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