The #1 source for research-backed contact center insights

Conversation Excellence Lab

The Conversation Excellence Lab is Balto’s hub for academic-level research. We create thought-leading content with the support of research teams and in-house data.

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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.

2 Out of 3 Contact Center Agents Want to Change Their Script

We surveyed over 2,000 contact center employees and asked them to tell what they need to be fulfilled and successful in their roles.

7 Industry Insights for the Contact Center

We surveyed over 2000 agents and managers across all industries to better understand their differences, similarities, and unique traits.

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