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.

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    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

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

    Call Center Quality Assurance: 7 Best Practices for Success

    Maria Edington

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    How to Engage and Motivate Contact Center Agents

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    Balto

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

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    Balto

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    Simplifying the Contact Center Agent Experience Starts with Observation

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    Balto

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    Why 61% of Successful Agents Use Call Coaching Software

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    Balto

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    1-on-1 Onboarding Tips for Your Contact Center

    Maria Edington

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    Thumbnail for 5 Ways to Capture Tenured Agents' Knowledge

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

    Maria Edington

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    Thumbnail for Keeping Your Experienced and Top-Performing Agents Engaged

    Keeping Your Experienced and Top-Performing Agents Engaged

    Maria Edington

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    Balto Gamification for Agent Empowerment features

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

    Maria Edington

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

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

    Maria Edington

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    Thumbnails for Balto and CEL press release

    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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