Month: October 2025

Sentiment analysis is the process of using AI to identify and interpret emotion in customer communication.

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

Chris Kontes

In today’s customer-driven world, emotion is the ultimate KPI, and sentiment analysis is how leading contact centers measure it. By using artificial intelligence (AI) and natural language processing (NLP) to detect tone, emotion, and intent in real time, sentiment analysis helps businesses understand not just what customers say, but how they feel. Balto’s real-time sentiment…

Sentiment analysis is the process of using AI to identify and interpret emotion in customer communication.

Customer Experience

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

Chris Kontes

The repeat call rate formula is RCR (%) = (Number of repeat calls ÷ Total number of calls) × 100

Customer Experience

How Does Reducing Repeat Calls Improve the Customer Experience?

Chris Kontes

The formula for calculating customer satisfaction score is CSAT (%) = (Number of satisfied customers ÷ Total number of responses) × 100.

Customer Experience

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

Chris Kontes

Voice of the Customer (VOC) analysis is the process of collecting, interpreting, and acting on customer feedback to understand what people truly think and feel about your business, not just what they tell you in surveys.

AI & Automation

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

Chris Kontes

The top outbound call center KPIs to track are contact rate, conversion rate, average handle time (AHT), revenue per call.

Agent Performance & Coaching

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

Chris Kontes

An optimized workforce improves efficiency, boosts compliance, enhances customer experience, and increases agent satisfaction.

Contact Center Operations

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

Chris Kontes

Balto Omnichannel announcement — unifying Insights, Automation, and Superagents across calls, email, SMS, and chat.

Product & Company Updates

Did You Know Balto Supports Omnichannel?

Chris Kontes

Infographic illustrating the top 10 RPA use cases in customer service, including data entry, ticket routing, chatbots, order processing, customer updates, after-call work, customer verification, self-service automation, reporting, and compliance.

AI & Automation

RPA Use Cases in Customer Service: How Automation Transforms CX

Chris Kontes

Benefits of omnichannel engagement for call centers include higher customer satisfaction and loyalty; faster resolution and higher FCR; increased agent productivity; consistent service quality; and better insights and ROI.

Customer Experience

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

Chris Kontes

Infographic showing how generative AI enhances the customer journey, with stages from Inquiry to Feedback and a lower loop for Continuous Improvement, illustrating AI-driven insights that optimize each stage of customer interaction.

AI & Automation

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

Chris Kontes