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The Incredible Impact of Real-Time Guidance

  • Sentiment analysis is the process of using AI to identify and interpret emotion in customer communication.

    How Can Sentiment Analysis be Used to Improve the Customer Experience?

    In today’s customer-driven world, emotion is the ultimate KPI, and sentiment analysis is how leading contact centers measure it.  By using artificial intelligence (AI) and natural language processing (NLP) to detect tone, emotion, and intent in real time, sentiment analysis helps businesses understand not just what customers say, but how they feel. Balto’s real-time sentiment…

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  • The repeat call rate formula is RCR (%) = (Number of repeat calls ÷ Total number of calls) × 100

    How Does Reducing Repeat Calls Improve the Customer Experience?

    At Balto, we’ve seen that when agents resolve issues on the first contact, customers feel heard, supported, and valued, and that feeling shows up in every major CX metric, from CSAT to NPS to Customer Effort Score (CES). But when customers have to call back about the same issue, frustration builds, and confidence in your…

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  • The formula for calculating customer satisfaction score is CSAT (%) = (Number of satisfied customers ÷ Total number of responses) × 100.

    What Is CSAT in Customer Service? Definition, Formula & Benchmarks

    In customer service, CSAT, or Customer Satisfaction Score, measures how happy customers are with a specific interaction, product, or service.  It’s one of the simplest yet most powerful metrics for tracking customer experience, and for call centers, it’s often the gold standard.  A “good” CSAT score typically falls between 75% and 85%, with top-performing teams…

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  • Voice of the Customer (VOC) analysis is the process of collecting, interpreting, and acting on customer feedback to understand what people truly think and feel about your business, not just what they tell you in surveys.

    How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

    Understanding what customers really think is the foundation of great service, but it’s not always easy to capture.  Voice of the Customer (VOC) is the practice of collecting, analyzing, and acting on customer feedback to improve products, services, and overall experience. In this guide, we’ll show you how to analyze Voice of the Customer data…

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