Sitemap Pages HomeProduct OverviewReal-Time GuidanceReal-Time QAReal-Time CoachingReal-Time NotetakerWhy Real-TimeSecurityIntegrationsRingCentral8×8Solutions OverviewBy Use CaseSalesCustomer ExperienceComplianceQuality AssuranceBy IndustryInsuranceHome ImprovementDirect to ConsumerCollectionsBPOResource HubPartnersFrequently Asked QuestionsDocumentationAbout UsCustomersCareersPressEventsContactDemoRevenue CalculatorCompetitorsCogitoCrestaObservaTerms of ServiceService Level Agreement & Support ServicesTerms CUECBalto Software MSAPrivacy Policy Webinars Thinking of making the jump to AI voice agents? Here’s what you you’ll want to know January 21, 2026January 22, 2026 Reality check: What AI does great and what we’re still working on in 2026 October 29, 2025January 15, 2026 If your QA process today is manual, this is what it could look like with AI. October 29, 2025December 10, 2025 Breaking Barriers: Elevating CX Across Languages and Cultures September 11, 2025November 3, 2025 The Art of Asking Questions: Finding the Answers You Need to Improve Conversions, CX, and Call Outcomes July 21, 2025August 6, 2025 Office Hours: Leveraging AI for Continuous Improvement in Patient Services June 30, 2025July 25, 2025 Office Hours: Improve Appointment Setting in Your Home Improvement Contact Center June 30, 2025July 17, 2025 Office Hours: How Leading Insurers Use Balto to Sell Smarter June 24, 2025July 10, 2025 The Agent(ic) Era: Coaching in the Age of Co-Pilots June 17, 2025July 10, 2025 From Connect to Commit: Building the Conversion Machine April 30, 2025June 17, 2025 The Real Reason Your Team Can’t End Difficult Calls — And How to Change That April 24, 2025November 5, 2025 Balto’s Spring Release: Coaching, Compliance, and Insights April 15, 2025April 18, 2025 Is Your Contact Center Built for AI? The 5 Traits of High-Performing Teams March 25, 2025April 15, 2025 Stop Working Like a Robot. Let AI Handle That. March 12, 2025March 18, 2025 Compliance is Your Secret Weapon: 5 Bold Moves to Drive Enrollment and Lead with Data January 24, 2025 How to Select Your First AI Projects w/ Convoso January 17, 2025 Top Contact Center Trends for 2025: Insights from Industry Leaders December 13, 2024December 13, 2024 The Ultimate QA Process: Automated Scoring for Faster Insights November 19, 2024November 20, 2024 AI in the Contact Center: Powering Agents or Risking Over-Automation? October 24, 2024October 24, 2024 The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment October 10, 2024October 11, 2024 QA Automation & Insights: How AI Is Fueling Call Centers Agents September 11, 2024September 20, 2024 Revolutionize Quality Assurance with Balto’s QA Copilot August 28, 2024September 19, 2024 Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024 July 10, 2024July 10, 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 May 15, 2024May 15, 2024 Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA. April 19, 2024April 19, 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 April 3, 2024April 3, 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 February 20, 2024February 20, 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 January 11, 2024January 11, 2024 Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister December 14, 2023December 14, 2023 The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein December 7, 2023December 7, 2023 Fact vs Fiction – What AI in the Contact Center Means for Agents & Managers November 17, 2023November 17, 2023 Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata November 9, 2023November 9, 2023 Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto November 7, 2023November 7, 2023 The Revolution of AI in the Outbound Call Center – Webinar – Featuring Balto’s CEO, Marc Bernstein & Convoso’s Chief Product Officer, Bobby Hakimi November 2, 2023November 7, 2023 Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI October 17, 2023October 17, 2023 Lee Salz – Skyrocket Your Close Rate With Effective Discovery September 7, 2023September 7, 2023 The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues August 24, 2023August 24, 2023 What We’ve Learned By Guiding 200M+ Calls – Contact Center Trends & Insight July 6, 2023July 6, 2023 Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team June 29, 2023June 29, 2023 Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant June 22, 2023June 22, 2023 How to Engage & Motivate Agents: AMA with Jeff Toister June 8, 2023June 8, 2023 How 400+ Leaders Are Improving Contact Center Efficiency May 31, 2023May 31, 2023 Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson May 18, 2023May 18, 2023 Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden May 4, 2023May 4, 2023 Say This Not That With Lee Salz: Sales Edition April 20, 2023April 20, 2023 Jeb Blount On The Biggest Issue In Sales Contact Centers: Objections March 9, 2023March 9, 2023 What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents February 23, 2023February 23, 2023 How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden February 10, 2023March 31, 2023 Turn Your Contact Center Into a Profit Center – with Blair Pleasant January 20, 2023January 20, 2023 9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden November 16, 2022January 3, 2023 How to Fix Contact Center Onboarding, According to 400+ Agents and Managers November 3, 2022November 9, 2022 How eHealth Improved Agent Performance Using Balto’s Real-Time Coaching October 18, 2022November 9, 2022 Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant October 6, 2022November 9, 2022 Building a Profit-Driving Contact Center – Insights from 360+ Executives September 27, 2022November 9, 2022 3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden August 31, 2022October 3, 2022 Managing Bilingual Contact Center Agents for Peak Performance August 10, 2022October 3, 2022 What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022November 21, 2022 Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022December 15, 2022 Have Winning Conversations at Enterprise Scale | RingCentral + Balto May 24, 2022September 14, 2022 Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022December 7, 2022 Boost Agent Performance by Scaling Excellent Conversations with AI April 19, 2022November 23, 2022 How to Coach ONCE and WIN March 2, 2022September 14, 2022 30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021December 12, 2022 How National General Insurance Improved Their Claims Department with Balto April 20, 2021May 19, 2022 How National General Insurance Improved Sales with Balto April 20, 2021May 19, 2022 National General Results April 13, 2021May 19, 2022 Why National General Chose Balto’s Real-Time Guidance April 13, 2021May 19, 2022 Working With Balto – AmTrust April 12, 2021May 19, 2022 AmTrust Pilot Results March 3, 2021May 19, 2022 How AmTrust Uses Balto March 3, 2021May 19, 2022 The Benefits AmTrust Got From Balto March 3, 2021May 19, 2022 Overcoming Stalls and Objections February 3, 2021December 7, 2022 How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores January 21, 2021May 19, 2022 AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance January 7, 2021May 19, 2022 How Agency Leaders are Preparing Now for 2021’s Debt Landscape November 18, 2020May 19, 2022 Connecting & Collecting for Work from Home September 16, 2020May 19, 2022 Using A.I. Technology to Collect More and Negotiate with Empathy September 11, 2020May 19, 2022 Case Studies Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto November 10, 2025November 10, 2025 BrightBridge’s Playbook for Consistently Outstanding Member Experience September 17, 2025September 23, 2025 How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale July 23, 2025December 16, 2025 From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation July 9, 2025July 9, 2025 How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto April 21, 2025April 22, 2025 Integris Health Enhances Patient Support and Operational Efficiency with Balto November 13, 2024November 13, 2024 How One Mnet Health Optimizes Compliance and QA with Balto October 30, 2024October 30, 2024 Powering People, Driving Performance: NYPCC’s Success With Balto October 16, 2024June 30, 2025 PJ Fitzpatrick’s Journey with Balto: Enhancing Sales and Training October 2, 2024October 2, 2024 Leading Change in Collections With Credit Control Corporation September 18, 2024September 18, 2024 Redirect Health Elevates Member Experiences With Balto August 29, 2024September 11, 2024 How Balto Supports This Leading Office Retail Company Achieve Top-Tier Customer Experience July 30, 2024June 30, 2025 Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker July 19, 2024July 19, 2024 Renewal by Anderson Delivers World-Class Homeowner Experience With Balto July 19, 2024July 30, 2024 How DriveSavers Uses Balto as End-to-End Data Experts July 16, 2024July 16, 2024 The Junkluggers Stay on Message With Balto’s Real-Time Guidance October 23, 2023October 23, 2023 30% More Appointments in Just Months: Florida Window & Door October 4, 2023October 16, 2023 How Bordner Home Solutions Uses Real-Time Tools to Close Gaps in Calls October 3, 2023October 4, 2023 How Credit Control Stays a Top Agency with Balto April 3, 2023October 26, 2023 Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022April 18, 2023 Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022November 23, 2022 Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022September 28, 2023 Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022November 23, 2022 3BG Scales Sales Expertise and Gets Agents Up and Running Quickly with Balto Real-Time Guidance May 11, 2022June 27, 2022 Mylo Levels Up Remote Agents and Improves Sales With Balto March 16, 2022May 17, 2022 Expo Home Improvements Unlocks the Incredible Impact of Real-Time QA Tracking with Balto March 8, 2022November 23, 2022 Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022November 23, 2022 How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022February 8, 2025 World-Class Customer Service Drives Insurance Companies Forward January 1, 2022January 23, 2024 Why UGA Finance Agents Don’t Rely on Managers to Answer Questions January 1, 2022May 5, 2022 UGA Nets Tangible Gains Through Real-Time Quality Assurance Partnership With Balto January 1, 2022May 5, 2022 Transforming Sales, QA, and Customer Service with Balto January 1, 2022April 13, 2023 ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022September 20, 2022 How One Script Update Won 25% More Competitor Objections January 1, 2022December 7, 2022 From 30 Compliance Violations to 1: Midwest Fidelity December 2, 2021September 28, 2023 How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021September 28, 2023 How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021September 28, 2023 How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021September 28, 2023 What Started with QA Ended with 20% Higher Conversions August 5, 2021May 5, 2022 Research 2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations January 23, 2025April 30, 2025 Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023 October 2, 2023October 26, 2023 3 Ways To Boost Contact Center Efficiency With Agent Training June 12, 2023June 12, 2023 2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less” April 20, 2023September 5, 2023 Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress April 10, 2023April 10, 2023 How the Best Contact Centers Create Value During a Recession March 27, 2023March 31, 2023 Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions March 6, 2023March 6, 2023 Is the Contact Center a Good Career? Tenured Agents Say Yes February 6, 2023February 6, 2023 Why Contact Center Agents Should Spend More Time Asking Questions January 23, 2023January 23, 2023 Contact Center Training Methods: The Good, The Bad, and The Ugly January 9, 2023January 9, 2023 Cost Objections Are Up 30% For Contact Centers in Q4 November 28, 2022November 28, 2022 Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk November 14, 2022March 3, 2023 How to Fix Onboarding, According to 400+ Contact Center Employees October 31, 2022February 6, 2023 How to Drive Revenue by Cross-Training Contact Center Agents October 2, 2022October 3, 2022 How Do Executive Attitudes Influence the Contact Center Agent Experience? September 15, 2022September 19, 2022 Contact Centers in Ten Years: Humans are Here to Stay September 6, 2022September 12, 2022 3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession August 10, 2022April 9, 2025 How to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022March 27, 2023 Why Do Agents Go Off Script? Mistakes vs Improvisation July 7, 2022August 9, 2022 The Case For the Anti-Script: A Multifactor Analysis of Script Adherence June 23, 2022April 9, 2025 Why the Biggest Contact Centers Have the Least Effective Call Scripts June 13, 2022April 9, 2025 Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022November 11, 2022 What Do Consumers Think About AI? May 17, 2022May 26, 2022 2 Out of 3 Contact Center Agents Want to Change Their Script May 2, 2022October 17, 2022 How Contact Center Size Impacts Manager Coaching Methods April 18, 2022March 3, 2023 Contact Center Attrition: What Agents Want in 2022 March 29, 2022May 19, 2022 Where Do Contact Center Workers See Themselves in 5 Years? March 17, 2022May 19, 2022 Missing Cents: Gender Pay Gaps in the Contact Center March 4, 2022May 19, 2022 Contact Center Agents & The Dream of Self-Employment February 25, 2022May 19, 2022 7 Industry Insights for the Contact Center February 15, 2022May 19, 2022 In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers February 8, 2022May 26, 2022 Key Factors to Agent Retention: Career Motivations in the Contact Center February 1, 2022May 19, 2022 What an Employee’s Age Says About Their Goals in the Contact Center January 21, 2022May 19, 2022 We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working. October 22, 2021May 18, 2023 2021 Contact Center Agent Survey Report January 11, 2021April 14, 2022 Blog Posts 8 Best Contact Center Solutions for Enterprise January 21, 2026January 21, 2026 How to Reduce Average Handle Time in a Call Center January 20, 2026January 20, 2026 How to Improve Customer Satisfaction in a Call Center November 4, 2025November 4, 2025 How Can Sentiment Analysis be Used to Improve the Customer Experience? October 31, 2025October 31, 2025 How Does Reducing Repeat Calls Improve the Customer Experience? October 28, 2025October 28, 2025 What Is CSAT in Customer Service? Definition, Formula & Benchmarks October 27, 2025October 27, 2025 How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers October 23, 2025October 23, 2025 Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking October 22, 2025October 22, 2025 Call Center Workforce Optimization: Strategies, Tools & Best Practices for 2025 October 16, 2025October 16, 2025 Did You Know Balto Supports Omnichannel? October 15, 2025October 15, 2025 RPA Use Cases in Customer Service: How Automation Transforms CX October 13, 2025October 13, 2025 What Is Omnichannel Customer Engagement? A Complete Guide for Contact Centers October 9, 2025October 9, 2025 Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX October 7, 2025October 7, 2025 MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality September 30, 2025September 30, 2025 Customer Conversation Analytics: Definition, Benefits, and Use Cases September 29, 2025September 29, 2025 12 First Call Resolution Best Practices: Complete Guide for Contact Centers September 26, 2025September 26, 2025 Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels September 25, 2025September 25, 2025 10 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls September 24, 2025September 24, 2025 Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools September 17, 2025September 17, 2025 Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases September 15, 2025September 15, 2025 Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices September 11, 2025September 11, 2025 Customer Sentiment Analysis Meaning, Examples, & Benefits September 10, 2025September 11, 2025 The 6 Best Ways to Measure the ROI of Customer Service September 9, 2025September 9, 2025 The Key Difference Between Brand and Customer Experience in Your Contact Center August 20, 2025August 20, 2025 Best Call Center Gamification Software in 2025: Top Tools, Features & Buyer’s Guide August 19, 2025August 19, 2025 Benefits of Speech Analytics: How to Turn Every Call Into Actionable Insights August 18, 2025August 18, 2025 Balto’s Multilingual Conversation AI Is Now Live in 20+ Languages August 15, 2025August 15, 2025 CSAT vs NPS vs CES: How to Choose the Right CX Metric for Your Contact Center August 13, 2025August 13, 2025 Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It August 12, 2025August 12, 2025 Digital Transformation in Contact Centers: A Complete Guide August 7, 2025August 7, 2025 What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers August 5, 2025August 7, 2025 The Complete Guide to PCI Compliance for Call Centers in 2025 July 24, 2025July 24, 2025 The 9 Best Call Center Software Solutions in 2025 July 22, 2025July 23, 2025 11 Call Center Automation Trends That Will Shape 2025 July 15, 2025July 15, 2025 The Top 10 Contact Center Technology Trends That Will Define 2025 July 14, 2025July 14, 2025 What Is Abandonment Rate in a Call Center? A Complete Guide July 2, 2025July 2, 2025 8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center July 1, 2025August 8, 2025 How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center June 27, 2025June 27, 2025 What Does After-Call Work (ACW) Mean in a Call Center? June 26, 2025June 26, 2025 How to Calculate and Improve Service Level in Your Call Center June 25, 2025June 25, 2025 Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One) June 24, 2025June 24, 2025 Average Handle Time Formula: How to Calculate and Improve AHT June 18, 2025June 18, 2025 Post-Call Audio Ingestion Is Live: What You Need to Know June 17, 2025June 25, 2025 Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right June 16, 2025September 4, 2025 Contact Center vs Call Center: What’s the Difference? June 12, 2025June 13, 2025 How Balto Is Shaping the Future of QA/QM, According to CMP Research June 9, 2025June 9, 2025 What is a Good Customer Effort Score (CES)? An In-Depth Guide June 9, 2025June 10, 2025 Proven Techniques to Improve Call Center Customer Service May 12, 2025May 23, 2025 How Artificial Intelligence is Transforming Contact Centers May 9, 2025May 23, 2025 Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation April 23, 2025April 23, 2025 Why Sampling 200 Calls Still Delivers Big Results April 12, 2025May 19, 2025 The Back Office Is Your Hidden Growth Lever. Here’s How AI Unlocks It March 28, 2025March 28, 2025 AI-Powered Speech Analytics – Do Technical Details Matter? March 25, 2025May 23, 2025 Is Your Contact Center Ready for AI? Here’s How to Find Out March 25, 2025May 21, 2025 Call Center Insights in 2025: Enhance the Customer Experience March 17, 2025May 23, 2025 Call Center Automation: Definition, Trends, Benefits, & Use Cases March 3, 2025May 23, 2025 Examples of AI in Everyday Life: The Unforeseen Impact on Society February 12, 2025September 29, 2025 9 Best Call Center Software Solutions for 2025 January 30, 2025May 27, 2025 The AI Partner You Choose Today Will Define Your Success Tomorrow January 28, 2025May 21, 2025 Call Center Quality Assurance Software January 24, 2025June 3, 2025 Call Center Coaching: 8 Top Tips and Best Practices January 22, 2025May 23, 2025 Top Call Center Agent Performance Metrics You Must Track January 21, 2025May 23, 2025 10 Contact Center Management Tips: Best Practices, Metrics, & Roles That Drive Success January 18, 2025May 23, 2025 Contact Center Workforce Management: 2025 Guide January 18, 2025May 23, 2025 Call Center Quality Assurance: 7 Best Practices for Success January 14, 2025May 23, 2025 From Data to Action: Essential Call Center Analytics Use Cases for 2025 January 14, 2025August 26, 2025 Balto’s Real-Time Speech Recognition: Cutting-Edge Technology, Real Results January 9, 2025May 21, 2025 The Coming Wave of Fully Capable AI Virtual Agents – Are You Ready? January 6, 2025May 23, 2025 The 5 Best Contact Center Quality Assurance Software Solutions for 2025 January 6, 2025July 29, 2025 2025 Open Enrollment Landscape: Predictions for Medicare Sales January 6, 2025May 21, 2025 What Is Call Center Monitoring: Benefits, Best Practices & Tools January 3, 2025May 23, 2025 Mastering Call Center Productivity: A Complete 2025 Guide January 3, 2025June 12, 2025 Contact Center Trends: What to Expect from AI in 2025 December 18, 2024May 21, 2025 AI-Driven Excellence in Call Center Quality Management November 28, 2024May 21, 2025 Conversational AI: Everything You Need to Know for Your Contact Center November 18, 2024May 21, 2025 How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table November 13, 2024May 23, 2025 Contact Centers: The Perfect Place to Introduce AI to a Company? November 5, 2024May 23, 2025 How AI is Powering, Not (Completely) Replacing, Contact Center Agents October 29, 2024May 23, 2025 Six Expert Insights: How AI Will Shape the Future of Home Services October 29, 2024May 23, 2025 Agents or AI? Why the future of contact centers needs both to thrive October 23, 2024May 23, 2025 Call Center Scripting Software: AI for Dynamic Customer Service October 22, 2024May 21, 2025 2025 Predictions: AI Voice Bots are the New Normal October 14, 2024May 21, 2025 Redefining Customer Interactions with Real-Time Agent Assist October 14, 2024May 22, 2025 Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them September 26, 2024May 23, 2025 5 Coaching Tips for Effective Sales Calls September 12, 2024May 21, 2025 Balto Logs 300 Million Conversations Guided in Real-Time August 19, 2024May 27, 2025 Call Center AI: The Key to Enhanced Customer Interactions August 8, 2024May 21, 2025 Health Insurance Sales Compliance in the Contact Center Guide July 29, 2024May 27, 2025 Balto Named 2024 CRM Top 100 Company for Customer Service July 23, 2024May 21, 2025 Data to Deals: AI Insights for Health Insurance Sales Excellence July 2, 2024May 21, 2025 Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards May 14, 2024January 13, 2026 Balto Releases QA Copilot, Superhuman Levels of Accuracy and Consistency January 25, 2024May 23, 2025 Generative AI is Shaping The Future of Contact Centers in 2024 January 22, 2024May 21, 2025 10 Real and Practical Ways Contact Center Leaders Use Generative AI January 22, 2024May 21, 2025 Replacing Customer Service Surveys with Sentiment Analysis January 11, 2024May 21, 2025 Balto Ensures Unparalleled Contact Center Visibility with Screen Recording December 20, 2023May 23, 2025 3 Ways Leaders Are Using Generative AI to Transform Their Contact Center December 13, 2023May 21, 2025 Three Tips to Transform Your Contact Center into a Customer Acquisition Machine December 4, 2023May 21, 2025 Redefining the Future of Enterprise Contact Center Solutions November 2, 2023May 21, 2025 Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales October 17, 2023May 21, 2025 Demand Pages Call Center Scripting Software Customer Service Skills Call Center Software Call Center Management Contact Center Software Sales Coaching Call Center Compliance Conversation Intelligence Call Center Script Cold Calling Script
Thinking of making the jump to AI voice agents? Here’s what you you’ll want to know January 21, 2026January 22, 2026
Reality check: What AI does great and what we’re still working on in 2026 October 29, 2025January 15, 2026
If your QA process today is manual, this is what it could look like with AI. October 29, 2025December 10, 2025
The Art of Asking Questions: Finding the Answers You Need to Improve Conversions, CX, and Call Outcomes July 21, 2025August 6, 2025
Office Hours: Leveraging AI for Continuous Improvement in Patient Services June 30, 2025July 25, 2025
Office Hours: Improve Appointment Setting in Your Home Improvement Contact Center June 30, 2025July 17, 2025
The Real Reason Your Team Can’t End Difficult Calls — And How to Change That April 24, 2025November 5, 2025
Is Your Contact Center Built for AI? The 5 Traits of High-Performing Teams March 25, 2025April 15, 2025
Compliance is Your Secret Weapon: 5 Bold Moves to Drive Enrollment and Lead with Data January 24, 2025
Top Contact Center Trends for 2025: Insights from Industry Leaders December 13, 2024December 13, 2024
AI in the Contact Center: Powering Agents or Risking Over-Automation? October 24, 2024October 24, 2024
The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment October 10, 2024October 11, 2024
Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024 July 10, 2024July 10, 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 May 15, 2024May 15, 2024
Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA. April 19, 2024April 19, 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 April 3, 2024April 3, 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 February 20, 2024February 20, 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 January 11, 2024January 11, 2024
Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister December 14, 2023December 14, 2023
The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein December 7, 2023December 7, 2023
Fact vs Fiction – What AI in the Contact Center Means for Agents & Managers November 17, 2023November 17, 2023
Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata November 9, 2023November 9, 2023
Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto November 7, 2023November 7, 2023
The Revolution of AI in the Outbound Call Center – Webinar – Featuring Balto’s CEO, Marc Bernstein & Convoso’s Chief Product Officer, Bobby Hakimi November 2, 2023November 7, 2023
Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI October 17, 2023October 17, 2023
The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues August 24, 2023August 24, 2023
Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team June 29, 2023June 29, 2023
Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant June 22, 2023June 22, 2023
Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson May 18, 2023May 18, 2023
Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden May 4, 2023May 4, 2023
What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents February 23, 2023February 23, 2023
How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden February 10, 2023March 31, 2023
9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden November 16, 2022January 3, 2023
How to Fix Contact Center Onboarding, According to 400+ Agents and Managers November 3, 2022November 9, 2022
How eHealth Improved Agent Performance Using Balto’s Real-Time Coaching October 18, 2022November 9, 2022
Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant October 6, 2022November 9, 2022
Building a Profit-Driving Contact Center – Insights from 360+ Executives September 27, 2022November 9, 2022
3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden August 31, 2022October 3, 2022
What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022November 21, 2022
Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022December 15, 2022
Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022December 7, 2022
30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021December 12, 2022
How National General Insurance Improved Their Claims Department with Balto April 20, 2021May 19, 2022
How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores January 21, 2021May 19, 2022
AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance January 7, 2021May 19, 2022
Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto November 10, 2025November 10, 2025
BrightBridge’s Playbook for Consistently Outstanding Member Experience September 17, 2025September 23, 2025
How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale July 23, 2025December 16, 2025
From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation July 9, 2025July 9, 2025
Integris Health Enhances Patient Support and Operational Efficiency with Balto November 13, 2024November 13, 2024
How Balto Supports This Leading Office Retail Company Achieve Top-Tier Customer Experience July 30, 2024June 30, 2025
Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker July 19, 2024July 19, 2024
How Bordner Home Solutions Uses Real-Time Tools to Close Gaps in Calls October 3, 2023October 4, 2023
Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022April 18, 2023
Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022November 23, 2022
Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022September 28, 2023
Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022November 23, 2022
3BG Scales Sales Expertise and Gets Agents Up and Running Quickly with Balto Real-Time Guidance May 11, 2022June 27, 2022
Expo Home Improvements Unlocks the Incredible Impact of Real-Time QA Tracking with Balto March 8, 2022November 23, 2022
Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022November 23, 2022
How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022February 8, 2025
UGA Nets Tangible Gains Through Real-Time Quality Assurance Partnership With Balto January 1, 2022May 5, 2022
ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022September 20, 2022
How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021September 28, 2023
How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021September 28, 2023
2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations January 23, 2025April 30, 2025
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023 October 2, 2023October 26, 2023
2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less” April 20, 2023September 5, 2023
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions March 6, 2023March 6, 2023
Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk November 14, 2022March 3, 2023
How Do Executive Attitudes Influence the Contact Center Agent Experience? September 15, 2022September 19, 2022
How to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022March 27, 2023
Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022November 11, 2022
In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers February 8, 2022May 26, 2022
Key Factors to Agent Retention: Career Motivations in the Contact Center February 1, 2022May 19, 2022
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working. October 22, 2021May 18, 2023
How Can Sentiment Analysis be Used to Improve the Customer Experience? October 31, 2025October 31, 2025
How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers October 23, 2025October 23, 2025
Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking October 22, 2025October 22, 2025
Call Center Workforce Optimization: Strategies, Tools & Best Practices for 2025 October 16, 2025October 16, 2025
What Is Omnichannel Customer Engagement? A Complete Guide for Contact Centers October 9, 2025October 9, 2025
Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX October 7, 2025October 7, 2025
MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality September 30, 2025September 30, 2025
Customer Conversation Analytics: Definition, Benefits, and Use Cases September 29, 2025September 29, 2025
12 First Call Resolution Best Practices: Complete Guide for Contact Centers September 26, 2025September 26, 2025
Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels September 25, 2025September 25, 2025
10 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls September 24, 2025September 24, 2025
Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools September 17, 2025September 17, 2025
Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases September 15, 2025September 15, 2025
Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices September 11, 2025September 11, 2025
The Key Difference Between Brand and Customer Experience in Your Contact Center August 20, 2025August 20, 2025
Best Call Center Gamification Software in 2025: Top Tools, Features & Buyer’s Guide August 19, 2025August 19, 2025
Benefits of Speech Analytics: How to Turn Every Call Into Actionable Insights August 18, 2025August 18, 2025
CSAT vs NPS vs CES: How to Choose the Right CX Metric for Your Contact Center August 13, 2025August 13, 2025
Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It August 12, 2025August 12, 2025
What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers August 5, 2025August 7, 2025
How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center June 27, 2025June 27, 2025
Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right June 16, 2025September 4, 2025
Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation April 23, 2025April 23, 2025
Examples of AI in Everyday Life: The Unforeseen Impact on Society February 12, 2025September 29, 2025
10 Contact Center Management Tips: Best Practices, Metrics, & Roles That Drive Success January 18, 2025May 23, 2025
From Data to Action: Essential Call Center Analytics Use Cases for 2025 January 14, 2025August 26, 2025
Balto’s Real-Time Speech Recognition: Cutting-Edge Technology, Real Results January 9, 2025May 21, 2025
How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table November 13, 2024May 23, 2025
Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them September 26, 2024May 23, 2025
Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards May 14, 2024January 13, 2026
Balto Releases QA Copilot, Superhuman Levels of Accuracy and Consistency January 25, 2024May 23, 2025
Balto Ensures Unparalleled Contact Center Visibility with Screen Recording December 20, 2023May 23, 2025
3 Ways Leaders Are Using Generative AI to Transform Their Contact Center December 13, 2023May 21, 2025
Three Tips to Transform Your Contact Center into a Customer Acquisition Machine December 4, 2023May 21, 2025
