The Agent(ic) Era: Coaching in the Age of Co-Pilots
AI is changing how agents work—but most coaching hasn’t caught up. In this session, Marc lays out a modern coaching model built for speed and scale. He’ll show how teams are using Balto to pinpoint coaching opportunities from every call—not just the random ones someone listened to. See how curated call clips, clear performance data, and real-time guidance make coaching faster, more relevant, and easier to act on. No more hunting through call logs. No more performance reviews based on hunches. Just clear, actionable coaching tied directly to the conversations your agents are actually having.
What is the Agent(ic) Era?
The Agent(ic) Era is the next chapter in contact center evolution. One where human agents are given the tools they need to succeed, while partnering with AI to handle the heavy lifting of analysis, flagging issues, and surfacing the coaching moments that matter.
Balto built its coaching tools to augment the strengths of humans with the strengths of AI. Let your team bring their context, experience, and relationships and let the AI handle data at scale.
Real-Time Coaching with AI
AI isn’t just analyzing calls after they happen, it’s helping you coach agents live. When you give your agents coaching feedback, Balto can follow up with them live on their calls when they see a similar situation pop up again.
Not only that, but Balto’s insights module pairs perfectly with coaching.
On the ground, supervisors can give very effective coaching with agents and as a whole, you can look at where your organization is getting stuck and where there are opportunities to improve.
Context Is the New Currency
Balto’s real-time coaching software gives supervisors curated call clips, live alerts, and instant insights into what’s working and what’s not. That means faster and more comprehensive coaching that sticks.
Not only that, but supervisors see full conversations, not just scorecards. They know exactly why a call succeeded or failed and can coach toward repeatable performance, not vague metrics.
Why Speed Matters More Than Ever
The longer you wait to coach, the less impact it makes. That’s why Balto flags coaching moments in the moment—so your agents can improve call by call, not quarter by quarter.
Balto also generates post-call summaries, so you know which calls need attention, which agents need help, and which habits need reinforcing.
More coaching, top of mind, in the moment–your team will be unstoppable.
Try Balto on Your Own Calls
We’re offering free coaching insights on up to 50 of your own calls.
FAQs
Balto listens to calls live and prompts agents with contextual guidance based on proven best practices and your company’s policies.
Unlike manual QA tools that review a small fraction of calls, Balto scores and analyzes 100% of calls in real time.
Yes. Teams using real-time AI coaching see faster ramp times, better call outcomes, and more consistent agent performance.
Absolutely. Balto flags risky language, ensures required disclosures are made, and provides audit trails.
Ready to Coach in Real Time?
If your coaching program feels reactive, inconsistent, or just plain slow, it’s time for a change.
