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Jul 9, 2025

From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation

This table shows how to calculate call abandonment rate in excel. Column A shows the date, Column B shows the number of calls, Column C shows the number of abandoned calls, and Column D shows the overall abandonment rate as a percentage.

Jul 2, 2025

What Is Abandonment Rate in a Call Center? A Complete Guide

Defining your net promoter score is the first step in improving NPS in your call center. The formula for measuring NPS is the percent of promoters minus the percent of detractors.

Jul 1, 2025

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Upcoming:Office Hours: Leveraging AI for Continuous Improvement in Patient Services

Upcoming:Office Hours: Improve Appointment Setting in Your Home Improvement Contact Center

This table shows first contact resolution (FCR) in relation to customer service metrics like AHT, CSAT, Resolution Time, Contact Rate, Agent Utilization, and CES.

Jun 27, 2025

How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

Jun 26, 2025

What Does After-Call Work (ACW) Mean in a Call Center?

The call center service level formula is shown as Service Level (%) = (Calls Answered Within Threshold ÷ Total Calls Offered) × 100.

Jun 25, 2025

How to Calculate and Improve Service Level in Your Call Center

Office Hours: How Leading Insurers Use Balto to Sell Smarter

This image lists the key features and benefits of using speech analytics tools and solutions in your contact center.

Jun 24, 2025

Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Jun 18, 2025

Average Handle Time Formula: How to Calculate and Improve AHT

Balto's Audio Ingestion functionality graphic, including Quality Assurance, AI call summarization, AI coaching and compliance notifications

Jun 17, 2025

Post-Call Audio Ingestion Is Live: What You Need to Know

Articles

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Apr 23, 2025

Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation

Balto contact center insights product example with common call reasons.

Apr 12, 2025

Why Sampling 200 Calls Still Delivers Big Results

Mar 28, 2025

The Back Office Is Your Hidden Growth Lever. Here’s How AI Unlocks It

Mar 25, 2025

Is Your Contact Center Ready for AI? Here’s How to Find Out

Jan 28, 2025

The AI Partner You Choose Today Will Define Your Success Tomorrow

Jan 14, 2025

Call Center Analytics: How to Analyze Call Center Data

Jan 9, 2025

Balto’s Real-Time Speech Recognition: Cutting-Edge Technology, Real Results

Jan 6, 2025

2025 Open Enrollment Landscape: Predictions for Medicare Sales

Dec 18, 2024

Contact Center Trends: What to Expect from AI in 2025

Nov 28, 2024

AI-Driven Excellence in Call Center Quality Management

Nov 18, 2024

Conversational AI: Everything You Need to Know for Your Contact Center

Thumbnail for " Article Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management"

Oct 22, 2024

Call Center Scripting Software: AI for Dynamic Customer Service

Oct 14, 2024

2025 Predictions: AI Voice Bots are the New Normal

Oct 14, 2024

Redefining Customer Interactions with Real-Time Agent Assist

Sep 12, 2024

5 Coaching Tips for Effective Sales Calls

Aug 8, 2024

Call Center AI: The Key to Enhanced Customer Interactions

Jul 2, 2024

Data to Deals: AI Insights for Health Insurance Sales Excellence

Jan 22, 2024

Generative AI is Shaping The Future of Contact Centers in 2024

Jan 22, 2024

10 Real and Practical Ways Contact Center Leaders Use Generative AI

Jan 11, 2024

Replacing Customer Service Surveys with Sentiment Analysis

Dec 13, 2023

3 Ways Leaders Are Using Generative AI to Transform Their Contact Center

Dec 4, 2023

Three Tips to Transform Your Contact Center into a Customer Acquisition Machine

Nov 2, 2023

Redefining the Future of Enterprise Contact Center Solutions

Oct 17, 2023

Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales

Sep 7, 2023

The Future of Sales: An In-Depth Look at Revenue Intelligence

Sep 6, 2023

Maximizing Deals: How Sales Call Recording Boosts Revenue

Aug 29, 2023

What is Call Center Compliance and Why You Can’t Ignore It

Jul 27, 2023

Five Considerations Before Implementing Contact Center AI Solutions

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Jul 20, 2023

How to Use Conversation Analytics for Better Customer Insights

Jul 5, 2023

How to Prepare Your Contact Center for Widespread Adoption of AI and Automation

May 22, 2023

Doing More With Less is Actually a Good Thing for Your Contact Center

Mar 29, 2023

What Is Contact Center AI?

Feb 27, 2023

Simplifying the Contact Center Agent Experience Starts with Observation

Jan 17, 2023

2023 Trends: Automation in the Healthcare Contact Center

Dec 16, 2022

Top Contact Center Trends for 2023

Soft Skills for Contact Center Coaching Leadership Balto Graphic

Dec 14, 2022

How to Improve Call Center Productivity

Dec 5, 2022

Best Call Center Software for Healthcare

Nov 22, 2022

1-on-1 Onboarding Tips for Your Contact Center

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Oct 27, 2022

What Is Conversation Intelligence Software?

Oct 20, 2022

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Sep 23, 2022

Keeping Your Experienced and Top-Performing Agents Engaged

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Sep 13, 2022

How to Achieve Personalization in Banking Contact Centers

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Sep 7, 2022

Lack of Proper Software Cited as Major Issue in Financial Services Contact Centers

Aug 25, 2022

The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers

Aug 24, 2022

2023 Medicare Open Enrollment Tips

Aug 22, 2022

How Conversational AI Is Transforming the Agent Experience in Contact Centers

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Aug 13, 2022

Is the Contact Center Supervisor Position Flawed?

Aug 2, 2022

Will AI Replace Contact Center Agents?

Jul 29, 2022

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

Jul 12, 2022

KPI Series: How to Measure Manager Productivity

Jun 30, 2022

CCW 2022: Bigger and Better Than Ever

Jun 29, 2022

Agent Assist vs. Real-Time Guidance: What’s the Difference?

Jun 17, 2022

How an Evolving Contact Center Has Transformed the Agent Experience

Jun 13, 2022

KPI Series: Reducing Manager Requests and Escalations

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Jun 8, 2022

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

May 27, 2022

Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

May 26, 2022

Tech Talk: Rapid Model Iteration and Training with Balto AI Hub

May 20, 2022

Fix-It Friday: Onboarding Agents Takes Too Long

May 13, 2022

KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

Thumbnail image for Sales Tips from Rob Westervelt

May 10, 2022

Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt

Thumbnail image for KPI - Measuring and Improving QA Scores in Contact Centers

May 6, 2022

KPI Series: Measuring and Improving QA Scores in Contact Centers

May 4, 2022

Call Center Training: A Guide for Success

Thumbnail Image for "A Successful 10-Step Action Plan for Combatting Contact Center Attrition"

May 4, 2022

A 10-Step Action Plan for Combating Contact Center Attrition

Thumbnails Image for "Playbook Insights, How to Set Appointments that Stick "

Apr 29, 2022

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

Apr 27, 2022

KPI Series: The Importance of Conversion Rates and How to Improve Them

Apr 21, 2022

3 Ways to Eliminate Agent Mistakes on Calls

Apr 20, 2022

KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores

Apr 16, 2022

KPI Series: Reducing Contact Center Agent Ramp Time

Balto AI Uncovers Opportunities for Retailers Graphic

Mar 28, 2022

Ways AI Uncovers Opportunities for Retailers

6 Things Successful Sales Calls Have in Common Balto Graphic

Mar 23, 2022

6 Things All Successful Sales Calls Have in Common

Mar 21, 2022

How to Ensure Top-Performing Agents Are Recognized

Marc Bernstein, CEO and Founder of Balto, appears on InsNerd podcast by Broker Brett

Mar 4, 2022

Balto CEO Talks About How AI is Revolutionizing Call Centers

3 Surprising Findings About Remote Work at Contact Center graphic

Feb 18, 2022

3 Surprising Findings About Remote Work at Contact Centers

Feb 14, 2022

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

Feb 4, 2022

Building Balto: Lessons Learned While Crafting Quality Conversations

Dec 13, 2021

What Does the Contact Center of 2030 Look Like?

Oct 28, 2021

Organizations That Train Themselves with Adam Lupu of Startwise

Oct 1, 2021

Debunking The Top 5 Objections to Trying Balto

Young employee working with a headset and accompanied by her team

Aug 12, 2021

Tips for Building Rapport With Any Customer

A headset sits on top of a computer keyboard.

Aug 4, 2021

How To Identify and Overcome Unconscious Bias in Customer Service

A graphic of a human and robot shaking hands, both dressed in professional clothing.

Jul 22, 2021

Is AI Replacing Human Jobs in Customer Service?

Close-up of a robotic hand pressing a key on a laptop.

Jul 14, 2021

Business Guide To Scaling Sales With Tech Solutions

Close-up of a human’s hand reaching to press a chatbot icon on a blue, digital sign reading, “Natural Language Processing” and “NLP”.

Jun 21, 2021

Natural Language Processing: How Machines Are Getting Better at Human Language

May 17, 2021

How Three Sales Teams Leveled Up With Real-Time Guidance

The 30% Myth: A Hot Take on Close Rate graphic

May 14, 2021

The 30% Myth: A Hot Take on Close Rates

Mar 18, 2021

Why Your Insurance Agents Don’t Sell As Much As They Could

Mar 12, 2021

5 Reasons Why Your Sales Force Should Always Be Closing

A row of call center phone operators sitting in a row, working at computers while wearing headsets.

Mar 3, 2021

How To Empathize With Customers Over the Phone

A row of call center representatives smile as they use their computers and speak to customers over their headsets.

Dec 14, 2020

The Newest Call Center Technologies and Future Trends

Mar 7, 2020

Ensure Compliance with Call Quality Parameters

Apr 22, 2019

Coaching Call Center Agents: Best Practices

Balto Software for Call Centers Dashboard

Apr 22, 2019

Boost Revenue with Balto’s Call Software for Call Centers

Mar 19, 2019

What is Real-Time Speech Analytics?

News

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Jul 23, 2024

Balto Named 2024 CRM Top 100 Company for Customer Service

Sep 6, 2023

Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI

Jun 20, 2023

Balto Partners with Zoom to Unleash Agent Performance in the Contact Center

Thumbnails for Balto and CEL press release

Feb 7, 2023

Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice

Balto Gamification for Agent Empowerment features

Sep 21, 2022

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

Fast company award for Best Workplaces for Innovators in 2022

Aug 5, 2022

Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States

Jul 13, 2022

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

May 18, 2022

Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks

May 11, 2022

Balto Joins Talkdesk AppConnect Marketplace

Balto COO Chris Kontes interview with York.IE

Mar 22, 2022

Balto COO Chris Kontes Talks Challenges, Company Culture, and the Future

Mar 2, 2022

Balto Improves Real-Time Guidance With Intent-Based Voice Processing

Balto Announces New Seamless Integration with 8x8 graphic

Feb 24, 2022

Balto Announces New Seamless Integration with 8×8

Feb 22, 2022

Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List

Feb 11, 2022

Balto and NobelBiz Partnership Aims to Improve the Contact Center Ecosystem

Balto Recognized as 2022 Best Places to Work by Purpose Jobs graphic

Jan 27, 2022

Balto Recognized As 2022 Best Place to Work By Purpose Jobs

Jan 13, 2022

Balto Wrap-up: Celebrating 2021 and Planning for an Even Bigger 2022

Balto Named a Gartner Cool Vender in CRM Customer Service and Support graphic

Jun 4, 2021

Balto Named a Gartner Cool Vendor in CRM Customer Service and Support

Research

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Jan 23, 2025

2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations

Oct 2, 2023

Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023

Jun 12, 2023

3 Ways To Boost Contact Center Efficiency With Agent Training

Apr 20, 2023

2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”

Apr 10, 2023

Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress

Mar 27, 2023

How the Best Contact Centers Create Value During a Recession

Mar 6, 2023

Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions

Feb 6, 2023

Is the Contact Center a Good Career? Tenured Agents Say Yes

Jan 23, 2023

Why Contact Center Agents Should Spend More Time Asking Questions

Jan 9, 2023

Contact Center Training Methods: The Good, The Bad, and The Ugly

Nov 28, 2022

Cost Objections Are Up 30% For Contact Centers in Q4

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Nov 14, 2022

Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk

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Oct 31, 2022

How to Fix Onboarding, According to 400+ Contact Center Employees

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Oct 2, 2022

How to Drive Revenue by Cross-Training Contact Center Agents

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Sep 15, 2022

How Do Executive Attitudes Influence the Contact Center Agent Experience?

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Sep 6, 2022

Contact Centers in Ten Years: Humans are Here to Stay

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Aug 10, 2022

3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession

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Aug 3, 2022

How to Recession-Proof Your Contact Center, According to 360+ Executives

Thumbnail for Call Mistakes vs. Improvisation

Jul 7, 2022

Why Do Agents Go Off Script? Mistakes vs Improvisation

Thumbnail for "Conversation Excellence Lab: The Case for the Anti-Script

Jun 23, 2022

The Case For the Anti-Script: A Multifactor Analysis of Script Adherence

Thumbnail for "CEL - Scripts and Contact Center Size"

Jun 13, 2022

Why the Biggest Contact Centers Have the Least Effective Call Scripts

Thumbnail for CEL report "Scripts: In-Person vs. Remote"

May 31, 2022

Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think

Thumbnail image for "CEL -Do Consumers like AI?"

May 17, 2022

What Do Consumers Think About AI?

Thumbnail image for Balto's Conversation Excellence Lab Report "2 out of 3 Agents Want to Change Their Script"

May 2, 2022

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

Thumbnail image for Balto's Conversation Excellence Lab Report "Coaching and Contact Center Size"

Apr 18, 2022

How Contact Center Size Impacts Manager Coaching Methods

Thumbnail image for Balto's Conversation Excellence Lab Report "What Agents Want in 2022"

Mar 29, 2022

Contact Center Attrition: What Agents Want in 2022

Balto Conversation Excellence Lab Report - 5 Year Outlook Graphic

Mar 17, 2022

Where Do Contact Center Workers See Themselves in 5 Years?

Balto Conversation Excellence Lap Report - The Gender Pay Gap

Mar 4, 2022

Missing Cents: Gender Pay Gaps in the Contact Center

Balto Conversation Excellence Lab Report - The Dream of Self-Employment graphic

Feb 25, 2022

Contact Center Agents & The Dream of Self-Employment

Feb 15, 2022

7 Industry Insights for the Contact Center

Feb 8, 2022

In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers

Balto Conversation Excellence Lab Report - Key Factors to Agent Retention graphic

Feb 1, 2022

Key Factors to Agent Retention: Career Motivations in the Contact Center

Balto Conversation Excellence Lab Report - Age and the Contact Center graphic

Jan 21, 2022

What an Employee’s Age Says About Their Goals in the Contact Center

Balto Surveyed 500 Managers About Call Center Coaching - Conclusion It's Not Working graphic

Oct 22, 2021

We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.

Jan 11, 2021

2021 Contact Center Agent Survey Report

Case Studies

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From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation

Challenge: Manual Processes Slowing Everything Down As InteLogix expanded across service lines—collections, customer care, first- and third-party support—so did the complexity of its training and quality operations. For Ivonne Ortiz, Director of Training & Quality, and Chip Kennedy, VP of Shared Services, the mission was clear: make agents’ lives easier. But that wasn’t easy to…

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How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto

EmpiRx moved customer service in-house and needed to train a brand-new team—fast. With Balto, they ramped quicker, improved consistency, and gave agents the confidence to handle complex calls. Challenge: Starting from Zero EmpiRx is a pharmacy benefit manager, and our customer service team supports inbound calls from members, pharmacies, and providers with pharmacy insurance questions. For years,…

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Integris Health Enhances Patient Support and Operational Efficiency with Balto

Integris Health, Oklahoma’s largest healthcare system, is utilizing Balto’s AI-powered real-time guidance platform to significantly improve patient interactions and streamline operations within its contact center. Faced with the challenge of managing high call volumes and ensuring active listening across its complex billing and patient financial services, Integris Health implemented Balto to enhance quality metrics, reduce…

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How One Mnet Health Optimizes Compliance and QA with Balto

“Balto has helped us transform our compliance and onboarding processes, and the real-time reporting features have been a game-changer. Our agents feel more confident, and we have the data we need to coach them effectively.” One Mnet Health, a leader in medical billing and first-party collections, faced challenges in maintaining compliance, onboarding agents quickly, and…

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Powering People, Driving Performance: NYPCC’s Success With Balto

The Challenge: Consistency on Every Call NYPCC, a NY based mental health organization, needed to create consistency and deliver value-based conversations. Every company wants to ensure their reps are hitting the mark every time they’re on the phone with a customer, but when it comes to scaling, things can get messy. Consistency becomes elusive, especially…

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PJ Fitzpatrick’s Journey with Balto: Enhancing Sales and Training

The Challenge: Improving Sales Performance and Training Efficiency PJ Fitzpatrick, a leader in the home improvement industry, needed to optimize their call center operations and improve the performance of their sales agents. At the same time, they wanted to provide its team with tools that would not only increase efficiency but also enhance the customer…

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Leading Change in Collections With Credit Control Corporation

In the competitive world of debt collection and customer service, companies face constant challenges related to operational efficiency, interaction accuracy, and agent training. Credit Control Corporation recently shared the difficulties they encountered and how implementing Balto’s AI solutions transformed their approach. The Initial Challenge: Managing High Volumes of Consumer Interactions Credit Control handles a high…

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Redirect Health Elevates Member Experiences With Balto

In today’s fast-paced customer service environment, maintaining high standards of customer satisfaction is crucial. Redirect Health needed to enhance the quality of care they deliver to members. Initially, NPS scores were stagnant, prompting them to look for a solution to improve service delivery. That’s when Redirect decided to incorporate Balto into its ecosystem. Why Redirect…

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How Balto Supports This Leading Office Retail Company Achieve Top-Tier Customer Experience

“Balto has done a great job of being a true business partner to us. We’re not interested in a vendor, but a business partner that lets us achieve our goals together.” – Senior Operations Leader, Office Retail Company Giving Agents the Information They Need “There’s less focus on us entertaining the customer to try to…

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Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker

Better Call Notes, Better Insights, and More Conversions The Challenge Lean teams need efficient strategies to be successful Pima Medical Institute is a medical career college with 16 campuses across the southwestern U.S., each providing education for healthcare professions including the medical, dental, and veterinary fields. With such a large footprint, Pima Medical needs a…

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