Empower Your Contact Center: Agent Performance & Coaching Insights

Master the art and science of agent performance and coaching in modern contact centers. From actionable coaching strategies and training guides to enhancing soft skills and reducing agent attrition, this collection of blogs delivers the tools you need to drive better conversations and outcomes. Whether you’re a contact center leader, coach, or agent, discover best practices that improve satisfaction, boost performance, and create a culture of continuous improvement.

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Call Center Coaching: 8 Top Tips and Best Practices

Maria Edington

Balto Founder and COO Chris Kontes talks call center coaching, exploring challenges and solutions to make every coaching session effective.

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Agent Performance & Coaching

Call Center Coaching: 8 Top Tips and Best Practices

Maria Edington

Agents and managers reap the benefits of having a call center quality assurance process.

Agent Performance & Coaching

Call Center Quality Assurance: 7 Best Practices for Success

Maria Edington

Agent Performance & Coaching

How to Engage and Motivate Contact Center Agents

Justin Smith

Agent Performance & Coaching

Why Are Agents Who Use Balto 10% Happier at Work?

Justin Smith

Agent Performance & Coaching

Simplifying the Contact Center Agent Experience Starts with Observation

Justin Smith

Agent Performance & Coaching

Why 61% of Successful Agents Use Call Coaching Software

Justin Smith

Agent Performance & Coaching

1-on-1 Onboarding Tips for Your Contact Center

Maria Edington

Thumbnail for 5 Ways to Capture Tenured Agents' Knowledge

Agent Performance & Coaching

5 Ways to Capture Tenured Agents’ Knowledge for Improved Contact Center Performance

Maria Edington

Thumbnail for Keeping Your Experienced and Top-Performing Agents Engaged

Agent Performance & Coaching

Keeping Your Experienced and Top-Performing Agents Engaged

Maria Edington

Balto Gamification for Agent Empowerment features

Agent Performance & Coaching

Balto Elevates the Agent Experience in the Contact Center with New Suite of Features

Maria Edington

Thumbnail for Why Active Listening Is an Essential Soft-skill in the Contact Center

Agent Performance & Coaching

Why Active Listening Is an Essential Soft Skill in the Contact Center

Maria Edington

Thumbnails for Balto and CEL press release

Agent Performance & Coaching

Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It

Maria Edington

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