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Upcoming:Office Hours: Leveraging AI for Continuous Improvement in Patient Services
Read MoreUpcoming:Office Hours: Improve Appointment Setting in Your Home Improvement Contact Center
Read MoreJun 27, 2025
How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center
Read MoreOffice Hours: How Leading Insurers Use Balto to Sell Smarter
Read MoreArticles

Apr 23, 2025
Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation
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Sep 7, 2022
Lack of Proper Software Cited as Major Issue in Financial Services Contact Centers
Read MoreMay 13, 2022
KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers
Read MoreNews


Sep 6, 2023
Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI
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Feb 7, 2023
Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice
Read MoreSep 21, 2022
Balto Elevates the Agent Experience in the Contact Center with New Suite of Features
Read MoreAug 5, 2022
Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States
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May 18, 2022
Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks
Read MoreResearch
Jan 23, 2025
2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations
Read MoreOct 2, 2023
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023
Read MoreApr 20, 2023
2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Read MoreMar 6, 2023
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions
Read MoreNov 14, 2022
Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk
Read MoreFeb 8, 2022
In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers
Read MoreOct 22, 2021
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.
Read MoreCase 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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Upcoming:Office Hours: Leveraging AI for Continuous Improvement in Patient Services
Read MoreUpcoming:Office Hours: Improve Appointment Setting in Your Home Improvement Contact Center
Read MoreOffice Hours: How Leading Insurers Use Balto to Sell Smarter
Read MoreThe Agent(ic) Era: Coaching in the Age of Co-Pilots
Read MoreFrom Connect to Commit: Building the Conversion Machine
Read MoreThe Real Reason Your Team Can’t End Difficult Calls — And How to Change That
Read MoreBalto’s Spring Release: Coaching, Compliance, and Insights
Read MoreIs Your Contact Center Built for AI? The 5 Traits of High-Performing Teams
Read MoreStop Working Like a Robot. Let AI Handle That.
Read MoreCompliance is Your Secret Weapon: 5 Bold Moves to Drive Enrollment and Lead with Data
Read MoreHow to Select Your First AI Projects w/ Convoso
Read MoreTop Contact Center Trends for 2025: Insights from Industry Leaders
Read MoreThe Ultimate QA Process: Automated Scoring for Faster Insights
Read MoreAI in the Contact Center: Powering Agents or Risking Over-Automation?
Read MoreThe Future of Home Services: Merging Lead Intake Automation with Agent Empowerment
Read MoreQA Automation & Insights: How AI Is Fueling Call Centers Agents
Read MoreRevolutionize Quality Assurance with Balto’s QA Copilot
Read MoreArtificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024
Read MoreBalto QA Copilot: Using AI To Improve Conversations – featuring Bradley Metrock & John Walter of the Contact Center AI Association & Balto’s CEO, Marc Bernstein
Read MoreHarness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA.
Read MoreNavigating the Future of Contact Centers: A Fireside Chat on CX and AI Innovation with Davit Baghdasaryan, CEO @ Krisp and Marc Bernstein, Founder & CEO @ Balto
Read MoreSeparating Fact from Fiction: Real-Talk on the Role of AI in Customer Service – Featuring 8×8’s Justin Robbins & Balto’s Founder and CEO, Marc Bernstein
Read MoreFrom the Desktop to the Field; How to Leverage AI from Start to Finish in your Sales Cycle – Featuring Rillavoice’s CEO, Sebastian Jimenez & Balto’s Founder and CEO, Marc Bernstein
Read MoreReplacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister
Read MoreThe AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein
Read MoreFact vs Fiction – What AI in the Contact Center Means for Agents & Managers
Read MoreUnlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata
Read MoreTransforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto
Read MoreThe Revolution of AI in the Outbound Call Center – Webinar – Featuring Balto’s CEO, Marc Bernstein & Convoso’s Chief Product Officer, Bobby Hakimi
Read MoreBalto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI
Read MoreLee Salz – Skyrocket Your Close Rate With Effective Discovery
Read MoreThe Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues
Read MoreWhat We’ve Learned By Guiding 200M+ Calls – Contact Center Trends & Insight
Read MoreJustin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team
Read MoreFive Considerations Before You Implement AI In Your Contact Center with Blair Pleasant
Read MoreHow to Engage & Motivate Agents: AMA with Jeff Toister
Read MoreHow 400+ Leaders Are Improving Contact Center Efficiency
Read MoreCoaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson
Read MoreDo More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden
Read MoreSay This Not That With Lee Salz: Sales Edition
Read MoreJeb Blount On The Biggest Issue In Sales Contact Centers: Objections
Read MoreWhat Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents
Read MoreHow to Identify & Coach on the Most Effective Soft Skills – with Myra Golden
Read MoreTurn Your Contact Center Into a Profit Center – with Blair Pleasant
Read More9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden
Read MoreHow to Fix Contact Center Onboarding, According to 400+ Agents and Managers
Read MoreHow eHealth Improved Agent Performance Using Balto’s Real-Time Coaching
Read MoreDeveloping a Great Agent Experience in Your Contact Center – with Blair Pleasant
Read MoreBuilding a Profit-Driving Contact Center – Insights from 360+ Executives
Read More3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden
Read MoreManaging Bilingual Contact Center Agents for Peak Performance
Read MoreWhat We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index
Read MoreRethinking Call Scripts – Results from Surveying 500+ Contact Center Agents
Read MoreHave Winning Conversations at Enterprise Scale | RingCentral + Balto
Read MoreCreate Superstar Reps and Improve Agent Engagement with Real-Time Guidance
Read MoreBoost Agent Performance by Scaling Excellent Conversations with AI
Read MoreHow to Coach ONCE and WIN
Read More30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30%
Read MoreHow National General Insurance Improved Their Claims Department with Balto
Read MoreHow National General Insurance Improved Sales with Balto
Read MoreNational General Results
Read MoreWhy National General Chose Balto’s Real-Time Guidance
Read MoreWorking With Balto – AmTrust
Read MoreAmTrust Pilot Results
Read MoreHow AmTrust Uses Balto
Read MoreThe Benefits AmTrust Got From Balto
Read MoreOvercoming Stalls and Objections
Read MoreHow National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores
Read MoreAmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance
Read MoreHow Agency Leaders are Preparing Now for 2021’s Debt Landscape
Read MoreConnecting & Collecting for Work from Home
Read MoreUsing A.I. Technology to Collect More and Negotiate with Empathy
Read MoreResource Hub