Resource Hub
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Apr 23, 2025
Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation
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Article
Apr 23, 2025
Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation
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Jan 14, 2025
Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution
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Nov 13, 2024
How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table
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Mar 20, 2023
Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker
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Nov 18, 2022
What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success
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Oct 21, 2022
5 Ways to Capture Tenured Agents’ Knowledge for Improved Contact Center Performance
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Sep 7, 2022
Lack of Proper Software Cited as Major Issue in Financial Services Contact Centers
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Jul 18, 2022
Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts
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May 13, 2022
KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers
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Mar 11, 2022
Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence
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Jan 11, 2021
First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center
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Mar 5, 2019
Soft Selling in Hard World – Using Effective Probing Questions to Improve Sales Conversations
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Oct 3, 2023
Balto Research Team Finds AI Tools Are Now Table Stakes in Contact Centers — As Long As They Can Prove ROI
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Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI
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Jul 19, 2023
Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences
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Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case
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May 2, 2023
Balto Research Team Finds That Technology Can Bridge The Efficiency Gap & Help Contact Centers Do More With “Less” in 2023
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Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency
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Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice
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Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations
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Balto Releases Q3 ’22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case
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Oct 4, 2022
Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence
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Sep 21, 2022
Balto Elevates the Agent Experience in the Contact Center with New Suite of Features
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Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance
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Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management
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Aug 5, 2022
Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States
Read MoreJul 29, 2022
Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers
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Jun 28, 2022
Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It
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May 18, 2022
Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks
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Mar 17, 2022
Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers
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Mar 10, 2022
Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery
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Sep 7, 2021
Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding
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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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Apr 20, 2023
2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
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Mar 6, 2023
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions
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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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Feb 8, 2022
In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers
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Oct 22, 2021
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.
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Case Studies
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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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Renewal by Anderson Delivers World-Class Homeowner Experience With Balto
“Across the board in all of our set rates, we’re better this year than we were last year.” — Don Halling, Regional Director of Inside Sales Renewal by Anderson is a nationwide window replacement service that prides itself on top-notch customer service. With Balto, that service is easier than ever. Check out the full interview…
Webinars
Jan 24, 2025
Compliance is Your Secret Weapon: 5 Bold Moves to Drive Enrollment and Lead with Data
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Oct 10, 2024
The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment
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Jul 10, 2024
Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024
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May 15, 2024
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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Apr 19, 2024
Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA.
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Apr 3, 2024
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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Feb 20, 2024
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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Jan 11, 2024
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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Dec 14, 2023
Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister
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Dec 7, 2023
The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein
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Nov 9, 2023
Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata
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Nov 7, 2023
Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto
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Nov 2, 2023
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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Oct 17, 2023
Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI
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Aug 24, 2023
The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues
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Jun 29, 2023
Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team
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Jun 22, 2023
Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant
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May 18, 2023
Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson
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May 4, 2023
Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden
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Feb 23, 2023
What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents
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Nov 16, 2022
9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden
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Oct 6, 2022
Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant
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May 21, 2021
30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30%
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Jan 21, 2021
How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores
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Jan 7, 2021
AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance
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Resource Hub