Coach More Efficiently
Empower your managers with real-time insights and coaching opportunities
for immediate agent improvement and impactful business results.
Save calls before they’re lost
Automatically monitor your agents’ conversations for positive, negative, or informative events. Set triggers for phrases, keywords, or soft skills. When triggers are set off, managers instantly receive an alert to see which calls need coaching.
Live Listen
Join calls that triggered an alert with a single click. Plus, get a real-time transcript of the conversation to understand what led to the alert.
Agent Chat
Impact the outcome of critical calls before it’s too late. Nudge agents, provide backup for calls at risk, or congratulate agents for a job well done.
Free up time to improve calls.
Post-call coaching pulls agents off the phone and takes too much time away from managers. With Real-Time Coaching, get back time for managerial work and accelerate improvement across the entire team immediately.
Coach critical moments from anywhere
Walk the floor no matter where your agents are. See how individuals or groups of agents are performing, identify top agents and top offenders, monitor conversations, and hop in when agents need help.
Reports
Automatically rank agents by performance and visualize alerts triggered over time. Get key insights on the entire team so you can tailor coaching programs easily and effectively.
Activity Log
Track alert frequency and how often managers took action to understand and improve manager coaching habits.
Full Real-Time Coaching Feature List
The Incredible Impact of Real-Time Coaching
EO Media Group Slashes Call Time and Vanquishes Escalations with Balto
Billing Provider UGA Finds New Strides With Balto Real-Time Coaching
“Balto is a life saver!”
– Destiny H., Agent Review on G2
