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Jul 9, 2025

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

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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

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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

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

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

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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

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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?

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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

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Office Hours: How Leading Insurers Use Balto to Sell Smarter

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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)

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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

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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

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Articles

Apr 23, 2025

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

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Balto contact center insights product example with common call reasons.

Apr 12, 2025

Why Sampling 200 Calls Still Delivers Big Results

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Mar 28, 2025

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

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Mar 25, 2025

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

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Jan 28, 2025

The AI Partner You Choose Today Will Define Your Success Tomorrow

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Jan 14, 2025

Call Center Analytics: How to Analyze Call Center Data

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Jan 9, 2025

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

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Jan 6, 2025

2025 Open Enrollment Landscape: Predictions for Medicare Sales

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Dec 18, 2024

Contact Center Trends: What to Expect from AI in 2025

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Nov 28, 2024

AI-Driven Excellence in Call Center Quality Management

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Nov 18, 2024

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

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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

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Oct 14, 2024

2025 Predictions: AI Voice Bots are the New Normal

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Oct 14, 2024

Redefining Customer Interactions with Real-Time Agent Assist

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Sep 12, 2024

5 Coaching Tips for Effective Sales Calls

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

Aug 8, 2024

Call Center AI: The Key to Enhanced Customer Interactions

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

Jul 2, 2024

Data to Deals: AI Insights for Health Insurance Sales Excellence

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

Jan 22, 2024

Generative AI is Shaping The Future of Contact Centers in 2024

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Jan 22, 2024

10 Real and Practical Ways Contact Center Leaders Use Generative AI

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Jan 11, 2024

Replacing Customer Service Surveys with Sentiment Analysis

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Dec 13, 2023

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

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Dec 4, 2023

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

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Nov 2, 2023

Redefining the Future of Enterprise Contact Center Solutions

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Oct 17, 2023

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

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Sep 7, 2023

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

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Sep 6, 2023

Maximizing Deals: How Sales Call Recording Boosts Revenue

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Aug 29, 2023

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

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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

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Jul 5, 2023

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

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May 22, 2023

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

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What is contact center ai? Balto.ai Blog

Mar 29, 2023

What Is Contact Center AI?

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Feb 27, 2023

Simplifying the Contact Center Agent Experience Starts with Observation

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Jan 17, 2023

2023 Trends: Automation in the Healthcare Contact Center

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Dec 16, 2022

Top Contact Center Trends for 2023

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Soft Skills for Contact Center Coaching Leadership Balto Graphic

Dec 14, 2022

How to Improve Call Center Productivity

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Best Call Center Software for Healthcare article title

Dec 5, 2022

Best Call Center Software for Healthcare

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Nov 22, 2022

1-on-1 Onboarding Tips for Your Contact Center

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Oct 27, 2022

What Is Conversation Intelligence Software?

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Thumbnail for Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Oct 20, 2022

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

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Thumbnail for Keeping Your Experienced and Top-Performing Agents Engaged

Sep 23, 2022

Keeping Your Experienced and Top-Performing Agents Engaged

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Thumbnail for Personalization in Banking Contact Centers

Sep 13, 2022

How to Achieve Personalization in Banking Contact Centers

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Thumbnail for Software Cited as Major Issue for Financial Services

Sep 7, 2022

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

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

Aug 25, 2022

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

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Thumbnail for 2023 Medicare Open Enrollment Tips

Aug 24, 2022

2023 Medicare Open Enrollment Tips

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Thumbnail for How Conversational AI Is Transforming the Agent Experience in Contact Centers

Aug 22, 2022

How Conversational AI Is Transforming the Agent Experience in Contact Centers

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Thumbnail for Why Contact Center Managers Are More Important Than Ever

Aug 13, 2022

Is the Contact Center Supervisor Position Flawed?

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Thumbnail for Will AI Replace Contact Center Agents

Aug 2, 2022

Will AI Replace Contact Center Agents?

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Thumbnail for Why Active Listening Is an Essential Soft-skill in the Contact Center

Jul 29, 2022

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

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Thumbnail for KPI Series, How to Measure Manager Productivity

Jul 12, 2022

KPI Series: How to Measure Manager Productivity

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Thumbnail for "CCW 2022 Bigger and Better Than Ever"

Jun 30, 2022

CCW 2022: Bigger and Better Than Ever

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Thumbnail for "Agent Assist vs. Real-Time Guidance: What's the Difference"

Jun 29, 2022

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

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Thumbnail for " How an Evolving Contact Center Has Transformed the Agent Experience"

Jun 17, 2022

How an Evolving Contact Center Has Transformed the Agent Experience

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Thumbnail for "KPI Series: Reducing Manager Requests and Escalations"

Jun 13, 2022

KPI Series: Reducing Manager Requests and Escalations

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Thumbnail for "Professional Sales Tips From Tim Claudin"

Jun 8, 2022

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

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Thumbnail image for "Lazy AI in the Contact Center Part 2: Neglecting Agent Experience"

May 27, 2022

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

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Thumbnail image for "Tech Talk - Rapid Model Iteration and Training with Balto AI Hub"

May 26, 2022

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

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Balto Fix-It Friday hub card light

May 20, 2022

Fix-It Friday: Onboarding Agents Takes Too Long

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Thumbnail image for "KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers"

May 13, 2022

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

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Thumbnail image for Sales Tips from Rob Westervelt

May 10, 2022

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

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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

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May 4, 2022

Call Center Training: A Guide for Success

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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

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

Apr 29, 2022

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

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KPI Series - Conversion Rates graphic

Apr 27, 2022

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

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3 Ways to Eliminate Agent Mistakes on Calls graphic

Apr 21, 2022

3 Ways to Eliminate Agent Mistakes on Calls

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KPI Series - CSAT Scores graphic

Apr 20, 2022

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

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KPI Series - Reducing Contact Center Agent Ramp Time Graphic

Apr 16, 2022

KPI Series: Reducing Contact Center Agent Ramp Time

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Balto AI Uncovers Opportunities for Retailers Graphic

Mar 28, 2022

Ways AI Uncovers Opportunities for Retailers

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6 Things Successful Sales Calls Have in Common Balto Graphic

Mar 23, 2022

6 Things All Successful Sales Calls Have in Common

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How to Ensure Top-Performing Agents are Recognized Balto Graphic

Mar 21, 2022

How to Ensure Top-Performing Agents Are Recognized

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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

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3 Surprising Findings About Remote Work at Contact Center graphic

Feb 18, 2022

3 Surprising Findings About Remote Work at Contact Centers

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4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences graphic

Feb 14, 2022

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

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Building Balto - Lessons learned while crafting quality conversations graphic

Feb 4, 2022

Building Balto: Lessons Learned While Crafting Quality Conversations

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Balto Conversation Excellence Lab Report - What does the contact center of 2030 look like graphic

Dec 13, 2021

What Does the Contact Center of 2030 Look Like?

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Organizations That Train Themselves with Adam Lupu of Startwise Graphic

Oct 28, 2021

Organizations That Train Themselves with Adam Lupu of Startwise

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Debunking the Top 5 Objections to Trying Balto graphic

Oct 1, 2021

Debunking The Top 5 Objections to Trying Balto

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Young employee working with a headset and accompanied by her team

Aug 12, 2021

Tips for Building Rapport With Any Customer

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A headset sits on top of a computer keyboard.

Aug 4, 2021

How To Identify and Overcome Unconscious Bias in Customer Service

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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?

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

Jul 14, 2021

Business Guide To Scaling Sales With Tech Solutions

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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

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How three sales teams leveled up with Real-Time Guidance Graphic

May 17, 2021

How Three Sales Teams Leveled Up With Real-Time Guidance

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

May 14, 2021

The 30% Myth: A Hot Take on Close Rates

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Why Your Insurance Agents Don't Sell as Much as They Could Graphic

Mar 18, 2021

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

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5 reasons why your sales force should always be closing graphic

Mar 12, 2021

5 Reasons Why Your Sales Force Should Always Be Closing

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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

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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

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Ensure Compliance with Call Quality Parameters graphic

Mar 7, 2020

Ensure Compliance with Call Quality Parameters

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Coaching Call Center Agents - Best practices graphic

Apr 22, 2019

Coaching Call Center Agents: Best Practices

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Balto Software for Call Centers Dashboard

Apr 22, 2019

Boost Revenue with Balto’s Call Software for Call Centers

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Balto Product Speech Analytics

Mar 19, 2019

What is Real-Time Speech Analytics?

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News

Balto Thumbnail

Jul 23, 2024

Balto Named 2024 CRM Top 100 Company for Customer Service

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Sep 6, 2023

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

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Jun 20, 2023

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

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Feb 7, 2023

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

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Balto Gamification for Agent Empowerment features

Sep 21, 2022

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

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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

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Jul 13, 2022

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

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May 18, 2022

Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks

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Thumbnail image for "Balto Joins Talkdesk AppConnect Marketplace"

May 11, 2022

Balto Joins Talkdesk AppConnect Marketplace

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Balto COO Chris Kontes interview with York.IE

Mar 22, 2022

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

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Balto Improves Real Time Guidance With Intent Based Voice Processing Graphic

Mar 2, 2022

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

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Balto Announces New Seamless Integration with 8x8 graphic

Feb 24, 2022

Balto Announces New Seamless Integration with 8×8

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

Feb 22, 2022

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

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Balto and NobelBiz Partnership Aims to Improve the Contact Center Ecosystem graphic

Feb 11, 2022

Balto and NobelBiz Partnership Aims to Improve the Contact Center Ecosystem

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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

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Balto Wrap Up - Celebrating 2021 and Planning for an even bigger 2022 graphic

Jan 13, 2022

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

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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

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Research

Jan 23, 2025

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

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Oct 2, 2023

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

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Jun 12, 2023

3 Ways To Boost Contact Center Efficiency With Agent Training

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Apr 20, 2023

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

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Apr 10, 2023

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

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Mar 27, 2023

How the Best Contact Centers Create Value During a Recession

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Mar 6, 2023

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

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Feb 6, 2023

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

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Jan 23, 2023

Why Contact Center Agents Should Spend More Time Asking Questions

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Jan 9, 2023

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

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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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Thumbnail for Executive Attitude and Agent Experience

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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Thumbnail for 3 Reasons Why You Shouldn't Cut Budgets

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

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Thumbnail for Call Mistakes vs. Improvisation

Jul 7, 2022

Why Do Agents Go Off Script? Mistakes vs Improvisation

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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

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Thumbnail for "CEL - Scripts and Contact Center Size"

Jun 13, 2022

Why the Biggest Contact Centers Have the Least Effective Call Scripts

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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

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

May 17, 2022

What Do Consumers Think About AI?

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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

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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

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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

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Balto Conversation Excellence Lab Report - 5 Year Outlook Graphic

Mar 17, 2022

Where Do Contact Center Workers See Themselves in 5 Years?

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Balto Conversation Excellence Lap Report - The Gender Pay Gap

Mar 4, 2022

Missing Cents: Gender Pay Gaps in the Contact Center

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

Feb 25, 2022

Contact Center Agents & The Dream of Self-Employment

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Balto Conversation Excellence Report - 7 Industry Insights for the Contact Center

Feb 15, 2022

7 Industry Insights for the Contact Center

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Conversation Excellence Report - In-Person or Virtual? 6 Surprising Findings about Remote Work at Contact Centers graphic

Feb 8, 2022

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

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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

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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

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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.

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2021 Contact Center Agent Survey Report graphic

Jan 11, 2021

2021 Contact Center Agent Survey Report​

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Case Studies

  • 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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Webinars

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

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

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Office Hours: How Leading Insurers Use Balto to Sell Smarter

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The Agent(ic) Era: Coaching in the Age of Co-Pilots

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From Connect to Commit: Building the Conversion Machine

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The Real Reason Your Team Can’t End Difficult Calls — And How to Change That

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Balto’s Spring Release: Coaching, Compliance, and Insights

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Is Your Contact Center Built for AI? The 5 Traits of High-Performing Teams

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Stop Working Like a Robot. Let AI Handle That.

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Compliance is Your Secret Weapon: 5 Bold Moves to Drive Enrollment and Lead with Data

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How to Select Your First AI Projects w/ Convoso

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Top Contact Center Trends for 2025: Insights from Industry Leaders

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The Ultimate QA Process: Automated Scoring for Faster Insights

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AI in the Contact Center: Powering Agents or Risking Over-Automation?

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The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment

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QA Automation & Insights: How AI Is Fueling Call Centers Agents

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Revolutionize Quality Assurance with Balto’s QA Copilot

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Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024

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Balto QA Copilot: Using AI To Improve Conversations – featuring Bradley Metrock & John Walter of the Contact Center AI Association & Balto’s CEO, Marc Bernstein

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Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA.

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Navigating the Future of Contact Centers: A Fireside Chat on CX and AI Innovation with Davit Baghdasaryan, CEO @ Krisp and Marc Bernstein, Founder & CEO @ Balto

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Separating 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

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From 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

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Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister

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The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein

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Fact vs Fiction – What AI in the Contact Center Means for Agents & Managers

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Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata

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Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto

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The Revolution of AI in the Outbound Call Center – Webinar – Featuring Balto’s CEO, Marc Bernstein & Convoso’s Chief Product Officer, Bobby Hakimi

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Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI

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Lee Salz – Skyrocket Your Close Rate With Effective Discovery

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The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues

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What We’ve Learned By Guiding 200M+ Calls – Contact Center Trends & Insight

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Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team

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Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant

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How to Engage & Motivate Agents: AMA with Jeff Toister

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How 400+ Leaders Are Improving Contact Center Efficiency

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Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson

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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden

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Say This Not That With Lee Salz: Sales Edition

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Jeb Blount On The Biggest Issue In Sales Contact Centers: Objections

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What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents

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How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden

How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden

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Turn Your Contact Center Into a Profit Center – with Blair Pleasant

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9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden

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How to Fix Contact Center Onboarding, According to 400+ Agents and Managers

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How eHealth Improved Agent Performance Using Balto’s Real-Time Coaching

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Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant

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Building a Profit-Driving Contact Center – Insights from 360+ Executives

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Thumbnail for 3 R De-escalation method for contact center agents

3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden

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Thumbnail for Managing Biligual Contact Center Agents for Peak Performance Webinar

Managing Bilingual Contact Center Agents for Peak Performance

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Thumbnail for What We've Learned by Guiding 135 M+ Agent Calls

What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index

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CEL Webinar Thumbnail " Rethinking Call Scripts - Results from Surveying 500+ Contact Center Agents"

Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents

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Have Winning Conversations at Enterprise Scale Card

Have Winning Conversations at Enterprise Scale | RingCentral + Balto

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Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance

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Boost Agent Performance by Scaling Excellent Conversations with AI

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How to Coach ONCE and WIN

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Home Services Conversion Rate

30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30%

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National General Insurance Improved claims department with Balto

How National General Insurance Improved Their Claims Department with Balto

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National General Sales with Balto

How National General Insurance Improved Sales with Balto

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National General pilot results with Balto

National General Results

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National General Insurance chose Balto's real time guidance

Why National General Chose Balto’s Real-Time Guidance

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How AmTrust Felt Working with Balto

Working With Balto – AmTrust

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AmTrust Pilot Results with Balto

AmTrust Pilot Results

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How AmTrust uses Balto

How AmTrust Uses Balto

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Benefits AmTrust Saw with Balto

The Benefits AmTrust Got From Balto

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Overcoming stalls and objections

Overcoming Stalls and Objections

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National General RT Guidance

How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores

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AmTrust Customer Story

AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance

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DAKCS

How Agency Leaders are Preparing Now for 2021’s Debt Landscape

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TNC & Balto

Connecting & Collecting for Work from Home

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Guru DNA

Using A.I. Technology to Collect More and Negotiate with Empathy

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E-books

Apr 18, 2025

How to Lead in the AI Era

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Mar 10, 2025

AI Workforce for Contact Centers Guide

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Jan 22, 2025

Medicare Strategies Guide 2025

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Jan 14, 2025

AI Planning For 2025

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Dec 20, 2024

The AI-Powered Contact Center Playbook E-book

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Jan 25, 2024

The Definitive Guide to QA Solutions in Contact Centers: 2024 Edition

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Dec 4, 2023

How Generative AI Is Transforming Contact Centers in 2024: A Complete Guide to the Latest AI Technology

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Feb 3, 2023

2024 Healthcare Industry Outlook: Impacts on the Contact Center

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Nov 30, 2022

The Definitive Guide to Real-Time Guidance, Coaching, and QA

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Nov 30, 2022

Top 8 Challenges for Banking and Financial Contact Centers

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Nov 30, 2022

Top 6 Challenges in the Insurance Contact Center Space (And How to Solve Them)

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Sep 8, 2022

How Agent Experience, Motivation, Engagement, and Retention Impact Contact Center Success

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Aug 29, 2022

AI Adoption in Contact Centers: Solutions Driving CX, Sales, and Efficiency

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