It’s been a few days since Customer Contact Week 2022 (CCW 2022) in Las Vegas ended, and we’re still buzzing from all the amazing insights and new contacts we made. The Balto team was out in full force, networking with industry professionals and learning about the latest trends and technologies. We wanted to share with you some of the highlights of the week.

Prepping for CCW

We would be dishonest if we said we didn’t have reservations going into CCW this year. We knew we wanted to make a big splash at the largest annual gathering of contact center thought leaders, insiders, vendors, and prospects.

But was the world truly opening back up and willing to participate in in-person events post COVID? Were people and companies willing to travel with higher ticket fares?

After opening the doors to the conference floor on day one, it was clear that the answer was a resounding “yes!” From the workshops and meetings to the main vendor floor, the space was brimming with energy and enthusiasm. We knew the week was going to be a good one.

Balto came in hot with a brand new booth, a featured speaking session, light-up sneakers, and awesome giveaways!

Hitting the Stage to Talk Agent Experience

Marc Bernstein, CEO of Balto and Matt Halliday, EVP of Sales & Marketing at American Homes 4 Rent, co-presented a workshop Tuesday afternoon titled, “From Cost Center to Profit Center: Why Agent Experience Is Your Biggest Lever to Drive Efficiency and Growth in 2022.”

The presentation honed in on the shifting industry mindset from a solely customer-centric focus to a more agent-centric focus, and how improving the agent experience invariably leads to an improved customer experience — and ultimately, more revenue. Contact centers and Balto customers like American Homes 4 Rent leverage the collaborative intelligence of their agents using the power of AI to empower agents with the information they need at their fingertips, while also improving their levels of engagement, productivity, and retention.

From sales to customer support, organizations across verticals are investing in the agent experience now more than ever.

With agent experience and AI being hot topics going into CCW, the presentation drew a standing-room-only crowd. With over 100 attendees, people were pulling in chairs from the halls! Most importantly, the session included an open discussion section where attendees shared their experiences and provided testimony and key lessons that everyone could take away from the conversation.

CCW 2022 Partner Events

Cocktail Hour with RingCentral + Balto

Balto co-hosted a unique cocktail hour experience with partner, investor, and customer, RingCentral. RingCentral recently brought a certain disruptive technology to their App Gallery: Balto Real-Time Guidance for the contact center!

We mingled and networked with RingCentral UCaaS customers interested in going from contact center to profit center with Balto’s real-time guidance platform.

RingCentral customers can easily connect with Balto via the RingCentral App Gallery or by reaching out to Balto. Seamless integration makes getting up and running with Balto a snap.

Talkdesk Passport to Partners

Balto recently won $10K for charity at the Talkdesk Spring Digital Showdown partner competition, where we demoed Real-Time Guidance in just three minutes to convince a live audience that we have the most innovative CX solution in the market today.

Talkdesk invited Balto CEO Marc Bernstein to continue the conversation (thankfully with more than three minutes allowed) at CCW. Bernstein spoke in the Talkdesk booth theater about how Balto’s solution is helping Talkdesk customers improve their agent experience by leveraging the power of AI.

Talkdesk has been a wonderful partner and Balto also recently announced the launch of its suite of conversation excellence solutions on Talkdesk® AppConnect™, enabling businesses to seamlessly combine Real-Time Guidance, Real-Time Coaching, and Real-Time QA with their existing Talkdesk CX CloudTM solution.

Talkdesk customers can learn how Balto can improve their contact center’s performance by visiting the company’s listing on Talkdesk AppConnect.

Balto CEO Marc Bernstein and CMO Ben Lazar hit the red carpet for the CCW Excellence Awards dinner.

CCW 2022 Excellence Awards

In addition to the wonderful partner events, Balto was also honored to be nominated in two CCW Excellence Awards categories:

  • CCW Next Generation Leaders: Marc Bernstein, CEO (Winner!)
  • Workforce Innovation of the Year (Finalist)

Congratulations to all the nominees and winners! It’s truly inspiring to see all the innovation and leadership emerging in the contact center space.

More to Come in 2022

CCW was just a taste of what Balto has in store for 2022. If you missed us, come check us out at one of the following events this year:

  • ACA International | Orlando, FL | July 20-22
  • CCW Executive Exchange | Denver, CO | August 16-18
  • | Denver, CO | August 31-September 2
  • Contact Center Forum | Lakeway, TX | October 16-18

Can’t wait until then to chat? Give us a call or schedule a demo today!

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