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2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations
As we venture into 2025, AI has reached a fever…
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023
The contact center of 2023 shows a marked difference from…
3 Ways To Boost Contact Center Efficiency With Agent Training
In today’s economy, contact center leaders are tasked with doing…
2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Contact centers find themselves at a critical juncture. Economic conditions…
Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress
In our 2021 Agent Report, we found that human error…
How the Best Contact Centers Create Value During a Recession
Back in August 2022, the Conversation Excellence Lab published a…
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions
Behavioral research scientist Mike Yeomans thinks a lot about how…
Is the Contact Center a Good Career? Tenured Agents Say Yes
Is the contact center a good place for agents to…
Why Contact Center Agents Should Spend More Time Asking Questions
The best salespeople minimize how much time they spend talking…
Contact Center Training Methods: The Good, The Bad, and The Ugly
Proper contact center training methods show agents the ropes during…
Cost Objections Are Up 30% For Contact Centers in Q4
With the inflation rate currently hovering around 8%, it is…
Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk
We know soft skills are important for the contact center….
How to Fix Onboarding, According to 400+ Contact Center Employees
With contact center turnover nearing 50% year-over-year, a lot of…
How to Drive Revenue by Cross-Training Contact Center Agents
Are you actively working on your agents’ cross-selling superpowers? Whether…
How Do Executive Attitudes Influence the Contact Center Agent Experience?
In our most recent report on how to recession-proof your…
Contact Centers in Ten Years: Humans are Here to Stay
“What will the contact center of 2030 look like?” Marc…
3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession
When it comes to outlasting a global recession, sometimes it’s…
How to Recession-Proof Your Contact Center, According to 360+ Executives
“You get out what you put in.” This is not…
Why Do Agents Go Off Script? Mistakes vs Improvisation
Key Takeaways When agents make mistakes on calls that lead…
The Case For the Anti-Script: A Multifactor Analysis of Script Adherence
“The anti-script doesn’t mean that you should wing it on…
Why the Biggest Contact Centers Have the Least Effective Call Scripts
Call scripts are used in contact centers of all shapes…
Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think
As contact centers incorporate new technology and practices to keep…
What Do Consumers Think About AI?
Due to increased call volume and staffing shortages in the…
2 Out of 3 Contact Center Agents Want to Change Their Script
At their best, call scripts provide agents with a way…
How Contact Center Size Impacts Manager Coaching Methods
Contact center managers have a variety of agent coaching methods…
Contact Center Attrition: What Agents Want in 2022
Contact centers want to keep their employees happy and engaged, and Balto wants to help. We surveyed over 2,000 contact center employees and asked them to tell what they need to be fulfilled and successful in their roles.
Where Do Contact Center Workers See Themselves in 5 Years?
“Where do you see yourself in 5 years?” is a question we’ve all been asked. We asked over 2,000 contact center workers what they thought their future holds. Read more.
Missing Cents: Gender Pay Gaps in the Contact Center
A documented wage gap still persists between men and women…
Contact Center Agents & The Dream of Self-Employment
Learn how contact center managers can identify the key benefits that are important to their agents and incorporate them into the work environment. Read More.
7 Industry Insights for the Contact Center
The contact center industry is not a homogenous block and is instead comprised of a wide variety of demographics, earning potential, and worker motivations.
In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers
Remote work is here to stay. Regardless of individual personal…
Key Factors to Agent Retention: Career Motivations in the Contact Center
It’s no secret that contact centers broadly face higher attrition…
What an Employee’s Age Says About Their Goals in the Contact Center
We surveyed over 2000 contact center workers of all ages and backgrounds in order to understand what motivates them. The answers we received varied depending on a number of factors, including age.
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.
We surveyed 500 managers about call center coaching. We share our findings in this report. No email required.
2021 Contact Center Agent Survey Report
The report identified some of the most common reasons contact center agents make mistakes and which training tools and resources are most effective