Chris Kontes

Chris Kontes is the Co-Founder of Balto. Over the past nine years, he’s helped grow the company by leading teams across enterprise sales, marketing, recruiting, operations, and partnerships. From Balto’s start as the first agent assist technology to its evolution into a full contact center AI platform, Chris has been part of every stage of the journey—and has seen firsthand how much the company and the industry have changed along the way.

Proven strategies on how to improve customer satisfaction scores in a call center are: empower agents to resolve issues on the first call; reduce wait times with smart routing and forecasting; personalize every interaction; implement better coaching; leverage real-time analytics; maintain consistencies across teams.

Customer Experience

How to Improve Customer Satisfaction in a Call Center

Chris Kontes

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

The Mean Opinion Score (MOS) scale ranges from 1-5, where 1 represents a bad call with severe quality degradation, and 5 represents crystal-clear audio with no perceptible issues.

Agent Performance & Coaching

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

Chris Kontes