Research & Reports
Access industry research, white papers, and benchmark studies.
2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations
Balto spoke to over 500 consumers about what they want and what has changed as AI becomes normalized in the contact center. Read More.
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023
What kind of ROI are contact centers actually seeing from AI tools? Find out in the latest report from Balto. Read More.
3 Ways To Boost Contact Center Efficiency With Agent Training
Contact centers can lean on agent training to improve their team efficiency. How? With three tried and true training methods. Read More.
Want to Cut 66% of Call Mistakes? Lower Your Agents' Stress
When agents are stressed, they make call mistakes. But why are agents are so overwhelmed in the first place? Read more.
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions
We sat down with Professor Mike Yeomans to talk about building trust on calls, overcoming distrust, and asking good questions. Read More.
Is the Contact Center a Good Career? Tenured Agents Say Yes
Is the contact center a good place for agents to build a career? According to over 600 agents, the answer is yes. Read More.
Why Contact Center Agents Should Spend More Time Asking Questions
The best salespeople minimize the time they spend talking — and maximize the time they can get their prospect talking. Read More.
Contact Center Training Methods: The Good, The Bad, and The Ugly
What are the best contact center training methods? What are the worst? We talked to 1,400 agents to find out. Read More.
Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk
We sat down with Professor Alison Wood Brooks to see how humor, small talk, and asking questions impact customer interactions. Read More.
How to Fix Onboarding, According to 400+ Contact Center Employees
The first months of an employee’s tenure have a big impact on their success. 400 agents and managers weigh in on how to fine-tune contact center onboarding.
How to Drive Revenue by Cross-Training Contact Center Agents
Whether you deal in sales, customer service, or collections, cross-training agents can improve business revenue and value. Read More.
How Do Executive Attitudes Influence the Contact Center Agent Experience?
If an executive views their contact center as valuable and worthy of investment, what does that mean for agents? It's complicated. Read More.
3 Reasons Why Contact Centers Shouldn't Cut Budgets During a Recession
Budget cuts are common during a recession. But to avoid impacting customers, there are 3 reasons why contact centers shouldn't cut budgets.
Why Do Agents Go Off Script? Mistakes vs Improvisation
Agents can make mistakes, and they can intentionally go off script. How do both happen at the same time? It's all about the intent. Read More.
The Case For the Anti-Script: A Multifactor Analysis of Script Adherence
Agents go off script because they want to, not because they forgot what to say. How does this affect script adherence in the contact center?
Why the Biggest Contact Centers Have the Least Effective Call Scripts
Managing a contact center with thousands of agents is challenging enough. What are the unique problems they have with call scripts?
Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think
Call scripts are one of the most widely used tools in the industry. How useful is a script for remote or hybrid agents? Read More.
What Do Consumers Think About AI?
In the past few years, contact centers have turned more to AI technologies to fill in gaps in their operations. But what do consumers think?
2 Out of 3 Contact Center Agents Want to Change Their Script
Do contact center agents like using a script? We asked 568 agents to tell us what they would change if they could. Read More.
How Contact Center Size Impacts Manager Coaching Methods
Does contact center size affect how managers coach agents? We asked over 500 managers from teams of all sizes to find out. Read more.
Key Factors to Agent Retention: Career Motivations in the Contact Center
It’s no secret that contact centers face high attrition rates. So what makes an agent stay? What makes them leave? Read More.
What an Employee’s Age Says About Their Goals in the Contact Center
Is a 20-year-old contact center agent motivated by the same things as a 50-year-old agent? We surveyed over 2,000 agents to find out. Read More.
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working.
Balto surveyed 500 managers about call center coaching – conclusion: it’s not working. Explore our findings in the report.