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 CalculatorCompetitorsCallminerCogitoCrestaObservaTerms of ServiceService Level Agreement & Support ServicesTerms CUECBalto Software MSAPrivacy Policy Webinars The Ultimate QA Process: Automated Scoring for Faster Insights November 19, 2024November 20, 2024 Time to Read 1 minute AI in the Contact Center: Powering Agents or Risking Over-Automation? October 24, 2024October 24, 2024 Time to Read 1 minute The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment October 10, 2024October 11, 2024 Time to Read 1 minute QA Automation & Insights: How AI Is Fueling Call Centers Agents September 11, 2024September 20, 2024 Time to Read 2 minutes Revolutionize Quality Assurance with Balto’s QA Copilot August 28, 2024September 19, 2024 Time to Read 2 minutes Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024 July 10, 2024July 10, 2024 Time to Read 1 minute 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 Time to Read 1 minute Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA. April 19, 2024April 19, 2024 Time to Read 1 minute 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 Time to Read 1 minute 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 Time to Read 1 minute 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 Time to Read 1 minute Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister December 14, 2023December 14, 2023 Time to Read 1 minute The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein December 7, 2023December 7, 2023 Time to Read 1 minute Fact vs Fiction – What AI in the Contact Center Means for Agents & Managers November 17, 2023November 17, 2023 Time to Read 1 minute Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata November 9, 2023November 9, 2023 Time to Read 1 minute Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto November 7, 2023November 7, 2023 Time to Read 1 minute 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 Time to Read 1 minute Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI October 17, 2023October 17, 2023 Time to Read 1 minute Lee Salz – Skyrocket Your Close Rate With Effective Discovery September 7, 2023September 7, 2023 Time to Read 1 minute The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues August 24, 2023August 24, 2023 Time to Read 1 minute What We’ve Learned By Guiding 200M+ Calls – Contact Center Trends & Insight July 6, 2023July 6, 2023 Time to Read 1 minute Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team June 29, 2023June 29, 2023 Time to Read 1 minute Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant June 22, 2023June 22, 2023 Time to Read 1 minute How to Engage & Motivate Agents: AMA with Jeff Toister June 8, 2023June 8, 2023 Time to Read 1 minute How 400+ Leaders Are Improving Contact Center Efficiency May 31, 2023May 31, 2023 Time to Read 1 minute Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson May 18, 2023May 18, 2023 Time to Read 1 minute Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden May 4, 2023May 4, 2023 Time to Read 1 minute Say This Not That With Lee Salz: Sales Edition April 20, 2023April 20, 2023 Time to Read 1 minute Jeb Blount On The Biggest Issue In Sales Contact Centers: Objections March 9, 2023March 9, 2023 Time to Read 1 minute What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents February 23, 2023February 23, 2023 Time to Read 1 minute How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden February 10, 2023March 31, 2023 Time to Read 7 minutes Turn Your Contact Center Into a Profit Center – with Blair Pleasant January 20, 2023January 20, 2023 Time to Read 1 minute 9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden November 16, 2022January 3, 2023 Time to Read 1 minute How to Fix Contact Center Onboarding, According to 400+ Agents and Managers November 3, 2022November 9, 2022 Time to Read 1 minute How eHealth Improved Agent Performance Using Balto’s Real-Time Coaching October 18, 2022November 9, 2022 Time to Read 1 minute Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant October 6, 2022November 9, 2022 Time to Read 1 minute Building a Profit-Driving Contact Center – Insights from 360+ Executives September 27, 2022November 9, 2022 Time to Read 1 minute 3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden August 31, 2022October 3, 2022 Time to Read 37 minutes Managing Bilingual Contact Center Agents for Peak Performance August 10, 2022October 3, 2022 Time to Read 33 minutes What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022November 21, 2022 Time to Read 1 minute Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022December 15, 2022 Time to Read 1 minute Have Winning Conversations at Enterprise Scale | RingCentral + Balto May 24, 2022September 14, 2022 Time to Read 1 minute Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022December 7, 2022 Time to Read 22 minutes Boost Agent Performance by Scaling Excellent Conversations with AI April 19, 2022November 23, 2022 Time to Read 23 minutes How to Coach ONCE and WIN March 2, 2022September 14, 2022 Time to Read 1 minute 30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021December 12, 2022 Time to Read 43 minutes How National General Insurance Improved Their Claims Department with Balto April 20, 2021May 19, 2022 Time to Read 1 minute How National General Insurance Improved Sales with Balto April 20, 2021May 19, 2022 Time to Read 1 minute National General Results April 13, 2021May 19, 2022 Time to Read 1 minute Why National General Chose Balto’s Real-Time Guidance April 13, 2021May 19, 2022 Time to Read 1 minute Working With Balto – AmTrust April 12, 2021May 19, 2022 Time to Read 1 minute AmTrust Pilot Results March 3, 2021May 19, 2022 Time to Read 1 minute How AmTrust Uses Balto March 3, 2021May 19, 2022 Time to Read 1 minute The Benefits AmTrust Got From Balto March 3, 2021May 19, 2022 Time to Read 1 minute Overcoming Stalls and Objections February 3, 2021December 7, 2022 Time to Read 1 minute How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores January 21, 2021May 19, 2022 Time to Read 1 minute AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance January 7, 2021May 19, 2022 Time to Read 1 minute How Agency Leaders are Preparing Now for 2021’s Debt Landscape November 18, 2020May 19, 2022 Time to Read 1 minute Connecting & Collecting for Work from Home September 16, 2020May 19, 2022 Time to Read 1 minute Using A.I. Technology to Collect More and Negotiate with Empathy September 11, 2020May 19, 2022 Time to Read 1 minute Case Studies Integris Health Enhances Patient Support and Operational Efficiency with Balto November 13, 2024November 13, 2024 Time to Read 2 minutes How One Mnet Health Optimizes Compliance and QA with Balto October 30, 2024October 30, 2024 Time to Read 3 minutes Powering People, Driving Performance: NYPCC’s Success With Balto October 16, 2024October 16, 2024 Time to Read 3 minutes PJ Fitzpatrick’s Journey with Balto: Enhancing Sales and Training October 2, 2024October 2, 2024 Time to Read 3 minutes Leading Change in Collections With Credit Control Corporation September 18, 2024September 18, 2024 Time to Read 2 minutes Redirect Health Elevates Member Experiences With Balto August 29, 2024September 11, 2024 Time to Read 2 minutes How Balto Supports This Leading Office Retail Company Achieve Top-Tier Customer Experience July 30, 2024July 30, 2024 Time to Read 3 minutes Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker July 19, 2024July 19, 2024 Time to Read 3 minutes Renewal by Anderson Delivers World-Class Homeowner Experience With Balto July 19, 2024July 30, 2024 Time to Read 2 minutes How DriveSavers Uses Balto as End-to-End Data Experts July 16, 2024July 16, 2024 Time to Read 3 minutes The Junkluggers Stay on Message With Balto’s Real-Time Guidance October 23, 2023October 23, 2023 Time to Read 3 minutes 30% More Appointments in Just Months: Florida Window & Door October 4, 2023October 16, 2023 Time to Read 3 minutes How Bordner Home Solutions Uses Real-Time Tools to Close Gaps in Calls October 3, 2023October 4, 2023 Time to Read 4 minutes How Credit Control Stays a Top Agency with Balto April 3, 2023October 26, 2023 Time to Read 3 minutes Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022April 18, 2023 Time to Read 4 minutes Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022November 23, 2022 Time to Read 4 minutes Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022September 28, 2023 Time to Read 3 minutes Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022November 23, 2022 Time to Read 4 minutes 3BG Scales Sales Expertise and Gets Agents Up and Running Quickly with Balto Real-Time Guidance May 11, 2022June 27, 2022 Time to Read 4 minutes Mylo Levels Up Remote Agents and Improves Sales With Balto March 16, 2022May 17, 2022 Time to Read 3 minutes Expo Home Improvements Unlocks the Incredible Impact of Real-Time QA Tracking with Balto March 8, 2022November 23, 2022 Time to Read 3 minutes Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022November 23, 2022 Time to Read 3 minutes How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022November 23, 2022 Time to Read 2 minutes World-Class Customer Service Drives Insurance Companies Forward January 1, 2022January 23, 2024 Time to Read 5 minutes Why UGA Finance Agents Don’t Rely on Managers to Answer Questions January 1, 2022May 5, 2022 Time to Read 3 minutes UGA Nets Tangible Gains Through Real-Time Quality Assurance Partnership With Balto January 1, 2022May 5, 2022 Time to Read 3 minutes Transforming Sales, QA, and Customer Service with Balto January 1, 2022April 13, 2023 Time to Read 6 minutes ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022September 20, 2022 Time to Read 4 minutes How One Script Update Won 25% More Competitor Objections January 1, 2022December 7, 2022 Time to Read 2 minutes From 30 Compliance Violations to 1: Midwest Fidelity December 2, 2021September 28, 2023 Time to Read 3 minutes How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021September 28, 2023 Time to Read 3 minutes How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021September 28, 2023 Time to Read 3 minutes How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021September 28, 2023 Time to Read 2 minutes What Started with QA Ended with 20% Higher Conversions August 5, 2021May 5, 2022 Time to Read 3 minutes Research Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023 October 2, 2023October 26, 2023 Time to Read 26 minutes 3 Ways To Boost Contact Center Efficiency With Agent Training June 12, 2023June 12, 2023 Time to Read 7 minutes 2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less” April 20, 2023September 5, 2023 Time to Read 37 minutes Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress April 10, 2023April 10, 2023 Time to Read 4 minutes How the Best Contact Centers Create Value During a Recession March 27, 2023March 31, 2023 Time to Read 6 minutes Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions March 6, 2023March 6, 2023 Time to Read 1 minute Is the Contact Center a Good Career? Tenured Agents Say Yes February 6, 2023February 6, 2023 Time to Read 29 minutes Why Contact Center Agents Should Spend More Time Asking Questions January 23, 2023January 23, 2023 Time to Read 4 minutes Contact Center Training Methods: The Good, The Bad, and The Ugly January 9, 2023January 9, 2023 Time to Read 6 minutes Cost Objections Are Up 30% For Contact Centers in Q4 November 28, 2022November 28, 2022 Time to Read 2 minutes Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk November 14, 2022March 3, 2023 Time to Read 1 minute How to Fix Onboarding, According to 400+ Contact Center Employees October 31, 2022February 6, 2023 Time to Read 12 minutes How to Drive Revenue by Cross-Training Contact Center Agents October 2, 2022October 3, 2022 Time to Read 1 minute How Do Executive Attitudes Influence the Contact Center Agent Experience? September 15, 2022September 19, 2022 Time to Read 1 minute Contact Centers in Ten Years: Humans are Here to Stay September 6, 2022September 12, 2022 Time to Read 1 minute 3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession August 10, 2022December 27, 2022 Time to Read 9 minutes How to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022March 27, 2023 Time to Read 17 minutes Why Do Agents Go Off Script? Mistakes vs Improvisation July 7, 2022August 9, 2022 Time to Read 1 minute The Case For the Anti-Script: A Multifactor Analysis of Script Adherence June 23, 2022October 17, 2022 Time to Read 2 minutes Why the Biggest Contact Centers Have the Least Effective Call Scripts June 13, 2022February 13, 2023 Time to Read 1 minute Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022November 11, 2022 Time to Read 1 minute What Do Consumers Think About AI? May 17, 2022May 26, 2022 Time to Read 4 minutes 2 Out of 3 Contact Center Agents Want to Change Their Script May 2, 2022October 17, 2022 Time to Read 9 minutes How Contact Center Size Impacts Manager Coaching Methods April 18, 2022March 3, 2023 Time to Read 11 minutes Contact Center Attrition: What Agents Want in 2022 March 29, 2022May 19, 2022 Time to Read 22 minutes Where Do Contact Center Workers See Themselves in 5 Years? March 17, 2022May 19, 2022 Time to Read 10 minutes Missing Cents: Gender Pay Gaps in the Contact Center March 4, 2022May 19, 2022 Time to Read 17 minutes Contact Center Agents & The Dream of Self-Employment February 25, 2022May 19, 2022 Time to Read 7 minutes 7 Industry Insights for the Contact Center February 15, 2022May 19, 2022 Time to Read 13 minutes In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers February 8, 2022May 26, 2022 Time to Read 1 minute Key Factors to Agent Retention: Career Motivations in the Contact Center February 1, 2022May 19, 2022 Time to Read 7 minutes What an Employee’s Age Says About Their Goals in the Contact Center January 21, 2022May 19, 2022 Time to Read 10 minutes We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working. October 22, 2021May 18, 2023 Time to Read 7 minutes 2021 Contact Center Agent Survey Report January 11, 2021April 14, 2022 Time to Read 2 minutes Blog Posts Conversational AI: Everything You Need to Know for Your Contact Center November 18, 2024November 19, 2024 Time to Read 9 minutes How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table November 13, 2024November 13, 2024 Time to Read 4 minutes Contact Centers: The Perfect Place to Introduce AI to a Company? November 5, 2024November 5, 2024 Time to Read 4 minutes How AI is Powering, Not (Completely) Replacing, Contact Center Agents October 29, 2024October 29, 2024 Time to Read 4 minutes Six Expert Insights: How AI Will Shape the Future of Home Services October 29, 2024October 29, 2024 Time to Read 5 minutes Agents or AI? Why the future of contact centers needs both to thrive October 23, 2024October 23, 2024 Time to Read 5 minutes Call Center Scripting Software: AI for Dynamic Customer Service October 22, 2024October 23, 2024 Time to Read 6 minutes Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution October 19, 2024November 13, 2024 Time to Read 13 minutes 2025 Predictions: AI Voice Bots are the New Normal October 14, 2024October 14, 2024 Time to Read 3 minutes Redefining Customer Interactions with Real-Time Agent Assist October 14, 2024October 16, 2024 Time to Read 6 minutes Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them September 26, 2024September 26, 2024 Time to Read 7 minutes 5 Coaching Tips for Effective Sales Calls September 12, 2024September 12, 2024 Time to Read 4 minutes Top 5 Call Center Quality Assurance Software for 2024 August 23, 2024August 23, 2024 Time to Read 9 minutes Balto Logs 300 Million Conversations Guided in Real-Time August 19, 2024August 16, 2024 Time to Read 2 minutes Call Center AI: The Key to Enhanced Customer Interactions August 8, 2024August 8, 2024 Time to Read 10 minutes Health Insurance Sales Compliance in the Contact Center Guide July 29, 2024August 8, 2024 Time to Read 4 minutes Balto Named 2024 CRM Top 100 Company for Customer Service July 23, 2024August 16, 2024 Time to Read 2 minutes Data to Deals: AI Insights for Health Insurance Sales Excellence July 2, 2024July 2, 2024 Time to Read 6 minutes Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards May 14, 2024June 6, 2024 Time to Read 2 minutes Balto Releases QA Copilot, Superhuman Levels of Accuracy and Consistency January 25, 2024January 24, 2024 Time to Read 2 minutes Generative AI is Shaping The Future of Contact Centers in 2024 January 22, 2024January 22, 2024 Time to Read 13 minutes 10 Real and Practical Ways Contact Center Leaders Use Generative AI January 22, 2024January 30, 2024 Time to Read 9 minutes Replacing Customer Service Surveys with Sentiment Analysis January 11, 2024January 12, 2024 Time to Read 5 minutes Balto Ensures Unparalleled Contact Center Visibility with Screen Recording December 20, 2023December 19, 2023 Time to Read 2 minutes 3 Ways Leaders Are Using Generative AI to Transform Their Contact Center December 13, 2023December 13, 2023 Time to Read 5 minutes Three Tips to Transform Your Contact Center into a Customer Acquisition Machine December 4, 2023December 4, 2023 Time to Read 6 minutes AI-Driven Excellence in Call Center Quality Management November 28, 2023November 20, 2024 Time to Read 8 minutes Redefining the Future of Enterprise Contact Center Solutions November 2, 2023November 14, 2023 Time to Read 12 minutes Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales October 17, 2023November 16, 2023 Time to Read 12 minutes Balto Research Team Finds AI Tools Are Now Table Stakes in Contact Centers — As Long As They Can Prove ROI October 3, 2023October 3, 2023 Time to Read 2 minutes Customer Experience in Financial Services: A Comprehensive Guide September 12, 2023September 18, 2023 Time to Read 16 minutes The Future of Sales: An In-Depth Look at Revenue Intelligence September 7, 2023September 12, 2023 Time to Read 11 minutes Maximizing Deals: How Sales Call Recording Boosts Revenue September 6, 2023September 12, 2023 Time to Read 11 minutes Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI September 6, 2023September 6, 2023 Time to Read 2 minutes What is Call Center Compliance and Why You Can’t Ignore It August 29, 2023September 25, 2024 Time to Read 12 minutes Call Center Coaching Guide: Challenges, Tips, and Solutions August 29, 2023September 10, 2024 Time to Read 11 minutes Five Considerations Before Implementing Contact Center AI Solutions July 27, 2023July 27, 2023 Time to Read 6 minutes How to Use Conversation Analytics for Better Customer Insights July 20, 2023July 20, 2023 Time to Read 8 minutes Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences July 19, 2023July 26, 2023 Time to Read 2 minutes Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case July 6, 2023July 5, 2023 Time to Read 2 minutes How to Prepare Your Contact Center for Widespread Adoption of AI and Automation July 5, 2023July 5, 2023 Time to Read 5 minutes How to Engage and Motivate Contact Center Agents June 22, 2023November 16, 2023 Time to Read 5 minutes Balto Partners with Zoom to Unleash Agent Performance in the Contact Center June 20, 2023June 20, 2023 Time to Read 2 minutes Balto Hits Milestone of 200 Million Conversations Guided in Real-Time June 6, 2023June 6, 2023 Time to Read 2 minutes Doing More With Less is Actually a Good Thing for Your Contact Center May 22, 2023May 22, 2023 Time to Read 6 minutes What is Automated Quality Management (AQM) for Contact Centers? May 9, 2023September 3, 2024 Time to Read 9 minutes Balto Research Team Finds That Technology Can Bridge The Efficiency Gap & Help Contact Centers Do More With “Less” in 2023 May 2, 2023May 1, 2023 Time to Read 2 minutes What Is Contact Center AI? March 29, 2023February 13, 2024 Time to Read 18 minutes Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker March 20, 2023June 23, 2023 Time to Read 6 minutes Why Are Agents Who Use Balto 10% Happier at Work? March 13, 2023March 13, 2023 Time to Read 6 minutes Simplifying the Contact Center Agent Experience Starts with Observation February 27, 2023February 27, 2023 Time to Read 7 minutes Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency February 23, 2023February 28, 2023 Time to Read 2 minutes Why 61% of Successful Agents Use Call Coaching Software February 20, 2023February 20, 2023 Time to Read 5 minutes A Complete Guide to Workforce Management in the Call Center February 8, 2023September 10, 2024 Time to Read 14 minutes Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice February 7, 2023February 6, 2023 Time to Read 2 minutes 2023 Trends: Automation in the Healthcare Contact Center January 17, 2023January 17, 2023 Time to Read 5 minutes Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations January 11, 2023February 2, 2023 Time to Read 2 minutes Top Contact Center Trends for 2023 December 16, 2022February 6, 2023 Time to Read 4 minutes How to Improve Call Center Productivity December 14, 2022February 8, 2023 Time to Read 9 minutes Best Call Center Software for Healthcare December 5, 2022February 13, 2023 Time to Read 8 minutes Advanced Call Center Technology | Trends and Features You Should Know November 29, 2022June 14, 2023 Time to Read 9 minutes 1-on-1 Onboarding Tips for Your Contact Center November 22, 2022January 18, 2023 Time to Read 5 minutes What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success November 18, 2022November 18, 2022 Time to Read 5 minutes Call Center Metrics & KPIs to Measure Agent Performance November 8, 2022March 24, 2023 Time to Read 10 minutes Call Center Management: A Detailed Guide for Success November 3, 2022September 18, 2024 Time to Read 19 minutes What Is Conversation Intelligence Software? October 27, 2022July 18, 2023 Time to Read 10 minutes The CMS Compliance Crackdown is Coming. Here’s How to Prepare October 27, 2022December 7, 2022 Time to Read 4 minutes Balto Releases Q3 ’22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case October 25, 2022November 9, 2022 Time to Read 3 minutes 5 Ways to Capture Tenured Agents’ Knowledge for Improved Contact Center Performance October 21, 2022February 6, 2023 Time to Read 6 minutes Tips to Identify and Mitigate Insurance Fraud in the Contact Center October 20, 2022November 9, 2022 Time to Read 5 minutes Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence October 4, 2022November 9, 2022 Time to Read 2 minutes Why Spanish is Today’s Largest Growth Opportunity for Contact Centers September 28, 2022February 6, 2023 Time to Read 5 minutes Keeping Your Experienced and Top-Performing Agents Engaged September 23, 2022February 6, 2023 Time to Read 6 minutes Balto Elevates the Agent Experience in the Contact Center with New Suite of Features September 21, 2022November 9, 2022 Time to Read 4 minutes How to Achieve Personalization in Banking Contact Centers September 13, 2022November 9, 2022 Time to Read 5 minutes Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance September 9, 2022September 21, 2022 Time to Read 3 minutes Lack of Proper Software Cited as Major Issue in Financial Services Contact Centers September 7, 2022November 16, 2022 Time to Read 5 minutes Amid Recession Concerns, Is Now the Time to Invest in Your Contact Center? August 30, 2022February 6, 2023 Time to Read 5 minutes The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers August 25, 2022March 3, 2023 Time to Read 6 minutes 2023 Medicare Open Enrollment Tips August 24, 2022December 9, 2022 Time to Read 5 minutes How Conversational AI Is Transforming the Agent Experience in Contact Centers August 22, 2022November 21, 2022 Time to Read 6 minutes Is the Contact Center Supervisor Position Flawed? August 13, 2022August 31, 2022 Time to Read 5 minutes Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management August 11, 2022September 21, 2022 Time to Read 3 minutes Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States August 5, 2022August 31, 2022 Time to Read 3 minutes Will AI Replace Contact Center Agents? August 2, 2022August 31, 2022 Time to Read 4 minutes Why Active Listening Is an Essential Soft Skill in the Contact Center July 29, 2022April 10, 2023 Time to Read 5 minutes 4 Time-Tested Strategies to Overcome the “I’m Busy” Objection July 29, 2022March 3, 2023 Time to Read 6 minutes Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers July 29, 2022August 11, 2022 Time to Read 2 minutes Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center July 21, 2022July 22, 2022 Time to Read 3 minutes Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts July 18, 2022July 20, 2022 Time to Read 1 minute Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award July 13, 2022July 13, 2022 Time to Read 2 minutes KPI Series: How to Measure Manager Productivity July 12, 2022February 13, 2023 Time to Read 5 minutes The Role of Voice in an Omnichannel World July 8, 2022November 3, 2022 Time to Read 4 minutes Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe July 6, 2022March 31, 2023 Time to Read 4 minutes CCW 2022: Bigger and Better Than Ever June 30, 2022July 26, 2023 Time to Read 5 minutes Agent Assist vs. Real-Time Guidance: What’s the Difference? June 29, 2022July 24, 2023 Time to Read 7 minutes Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It June 28, 2022August 11, 2022 Time to Read 2 minutes How an Evolving Contact Center Has Transformed the Agent Experience June 17, 2022June 17, 2022 Time to Read 4 minutes KPI Series: Reducing Manager Requests and Escalations June 13, 2022February 7, 2023 Time to Read 5 minutes Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology June 10, 2022June 13, 2022 Time to Read 5 minutes 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
The Ultimate QA Process: Automated Scoring for Faster Insights November 19, 2024November 20, 2024 Time to Read 1 minute
AI in the Contact Center: Powering Agents or Risking Over-Automation? October 24, 2024October 24, 2024 Time to Read 1 minute
The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment October 10, 2024October 11, 2024 Time to Read 1 minute
QA Automation & Insights: How AI Is Fueling Call Centers Agents September 11, 2024September 20, 2024 Time to Read 2 minutes
Revolutionize Quality Assurance with Balto’s QA Copilot August 28, 2024September 19, 2024 Time to Read 2 minutes
Artificial Intelligence in the Contact Center: What AI Can and Can’t Do in 2024 July 10, 2024July 10, 2024 Time to Read 1 minute
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 Time to Read 1 minute
Harness the Power of AI in Contact Centers – Learn how AI-powered solutions will transform guidance, coaching and QA. April 19, 2024April 19, 2024 Time to Read 1 minute
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 Time to Read 1 minute
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 Time to Read 1 minute
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 Time to Read 1 minute
Replacing Customer Surveys with Sentiment Analysis – an Ask Me Anything Session with Jeff Toister December 14, 2023December 14, 2023 Time to Read 1 minute
The AI Rush: Turning Today’s AI Frenzy Into Real Customer Insights, featuring Balto Founder & CEO, Marc Bernstein December 7, 2023December 7, 2023 Time to Read 1 minute
Fact vs Fiction – What AI in the Contact Center Means for Agents & Managers November 17, 2023November 17, 2023 Time to Read 1 minute
Unlocking Growth: How to Transform Your Contact Center into a Customer Acquisition Dynamo – With Michele Santagata November 9, 2023November 9, 2023 Time to Read 1 minute
Transforming Call Center Quality Assurance – A New Era of Excellence – Featuring Tim Claudin, VP Sales, Balto November 7, 2023November 7, 2023 Time to Read 1 minute
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 Time to Read 1 minute
Balto’s Conversation Excellence Lab: Distinguishing Real From Hype: How Contact Centers Are Actually Using AI October 17, 2023October 17, 2023 Time to Read 1 minute
Lee Salz – Skyrocket Your Close Rate With Effective Discovery September 7, 2023September 7, 2023 Time to Read 1 minute
The Right Response Every Time: A Foolproof Guide to Training Agents for Escalated Customer Issues August 24, 2023August 24, 2023 Time to Read 1 minute
What We’ve Learned By Guiding 200M+ Calls – Contact Center Trends & Insight July 6, 2023July 6, 2023 Time to Read 1 minute
Justin Robbins – How To Deliver Ridiculous Value With Your Customer Service Team June 29, 2023June 29, 2023 Time to Read 1 minute
Five Considerations Before You Implement AI In Your Contact Center with Blair Pleasant June 22, 2023June 22, 2023 Time to Read 1 minute
How to Engage & Motivate Agents: AMA with Jeff Toister June 8, 2023June 8, 2023 Time to Read 1 minute
How 400+ Leaders Are Improving Contact Center Efficiency May 31, 2023May 31, 2023 Time to Read 1 minute
Coaching For the Win: How AI Makes Contact Center Coaching More Effective w/Roy Atkinson May 18, 2023May 18, 2023 Time to Read 1 minute
Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential – w/Myra Golden May 4, 2023May 4, 2023 Time to Read 1 minute
Jeb Blount On The Biggest Issue In Sales Contact Centers: Objections March 9, 2023March 9, 2023 Time to Read 1 minute
What Makes the Contact Center a Great Career? Insights from 600+ Tenured Agents February 23, 2023February 23, 2023 Time to Read 1 minute
How to Identify & Coach on the Most Effective Soft Skills – with Myra Golden February 10, 2023March 31, 2023 Time to Read 7 minutes
Turn Your Contact Center Into a Profit Center – with Blair Pleasant January 20, 2023January 20, 2023 Time to Read 1 minute
9 Tips and Tactics to Politely Control Difficult Customer Calls – with Myra Golden November 16, 2022January 3, 2023 Time to Read 1 minute
How to Fix Contact Center Onboarding, According to 400+ Agents and Managers November 3, 2022November 9, 2022 Time to Read 1 minute
How eHealth Improved Agent Performance Using Balto’s Real-Time Coaching October 18, 2022November 9, 2022 Time to Read 1 minute
Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant October 6, 2022November 9, 2022 Time to Read 1 minute
Building a Profit-Driving Contact Center – Insights from 360+ Executives September 27, 2022November 9, 2022 Time to Read 1 minute
3 “R” De‑escalation Method for Contact Center Agents – with Myra Golden August 31, 2022October 3, 2022 Time to Read 37 minutes
Managing Bilingual Contact Center Agents for Peak Performance August 10, 2022October 3, 2022 Time to Read 33 minutes
What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022November 21, 2022 Time to Read 1 minute
Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022December 15, 2022 Time to Read 1 minute
Have Winning Conversations at Enterprise Scale | RingCentral + Balto May 24, 2022September 14, 2022 Time to Read 1 minute
Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022December 7, 2022 Time to Read 22 minutes
Boost Agent Performance by Scaling Excellent Conversations with AI April 19, 2022November 23, 2022 Time to Read 23 minutes
30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021December 12, 2022 Time to Read 43 minutes
How National General Insurance Improved Their Claims Department with Balto April 20, 2021May 19, 2022 Time to Read 1 minute
How National General Insurance Improved Sales with Balto April 20, 2021May 19, 2022 Time to Read 1 minute
Why National General Chose Balto’s Real-Time Guidance April 13, 2021May 19, 2022 Time to Read 1 minute
How National General Insurance Used Real-Time Guidance to Impact Sales Conversions & Audit Scores January 21, 2021May 19, 2022 Time to Read 1 minute
AmTrust Customer Story with Balto: Improving Agent & Customer Experiences with Real-Time Guidance January 7, 2021May 19, 2022 Time to Read 1 minute
How Agency Leaders are Preparing Now for 2021’s Debt Landscape November 18, 2020May 19, 2022 Time to Read 1 minute
Using A.I. Technology to Collect More and Negotiate with Empathy September 11, 2020May 19, 2022 Time to Read 1 minute
Integris Health Enhances Patient Support and Operational Efficiency with Balto November 13, 2024November 13, 2024 Time to Read 2 minutes
How One Mnet Health Optimizes Compliance and QA with Balto October 30, 2024October 30, 2024 Time to Read 3 minutes
Powering People, Driving Performance: NYPCC’s Success With Balto October 16, 2024October 16, 2024 Time to Read 3 minutes
PJ Fitzpatrick’s Journey with Balto: Enhancing Sales and Training October 2, 2024October 2, 2024 Time to Read 3 minutes
Leading Change in Collections With Credit Control Corporation September 18, 2024September 18, 2024 Time to Read 2 minutes
Redirect Health Elevates Member Experiences With Balto August 29, 2024September 11, 2024 Time to Read 2 minutes
How Balto Supports This Leading Office Retail Company Achieve Top-Tier Customer Experience July 30, 2024July 30, 2024 Time to Read 3 minutes
Pima Medical Institute Cuts Inefficiencies With Real-Time Guidance and Notetaker July 19, 2024July 19, 2024 Time to Read 3 minutes
Renewal by Anderson Delivers World-Class Homeowner Experience With Balto July 19, 2024July 30, 2024 Time to Read 2 minutes
How DriveSavers Uses Balto as End-to-End Data Experts July 16, 2024July 16, 2024 Time to Read 3 minutes
The Junkluggers Stay on Message With Balto’s Real-Time Guidance October 23, 2023October 23, 2023 Time to Read 3 minutes
30% More Appointments in Just Months: Florida Window & Door October 4, 2023October 16, 2023 Time to Read 3 minutes
How Bordner Home Solutions Uses Real-Time Tools to Close Gaps in Calls October 3, 2023October 4, 2023 Time to Read 4 minutes
How Credit Control Stays a Top Agency with Balto April 3, 2023October 26, 2023 Time to Read 3 minutes
Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022April 18, 2023 Time to Read 4 minutes
Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022November 23, 2022 Time to Read 4 minutes
Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022September 28, 2023 Time to Read 3 minutes
Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022November 23, 2022 Time to Read 4 minutes
3BG Scales Sales Expertise and Gets Agents Up and Running Quickly with Balto Real-Time Guidance May 11, 2022June 27, 2022 Time to Read 4 minutes
Mylo Levels Up Remote Agents and Improves Sales With Balto March 16, 2022May 17, 2022 Time to Read 3 minutes
Expo Home Improvements Unlocks the Incredible Impact of Real-Time QA Tracking with Balto March 8, 2022November 23, 2022 Time to Read 3 minutes
Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022November 23, 2022 Time to Read 3 minutes
How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022November 23, 2022 Time to Read 2 minutes
World-Class Customer Service Drives Insurance Companies Forward January 1, 2022January 23, 2024 Time to Read 5 minutes
Why UGA Finance Agents Don’t Rely on Managers to Answer Questions January 1, 2022May 5, 2022 Time to Read 3 minutes
UGA Nets Tangible Gains Through Real-Time Quality Assurance Partnership With Balto January 1, 2022May 5, 2022 Time to Read 3 minutes
Transforming Sales, QA, and Customer Service with Balto January 1, 2022April 13, 2023 Time to Read 6 minutes
ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022September 20, 2022 Time to Read 4 minutes
How One Script Update Won 25% More Competitor Objections January 1, 2022December 7, 2022 Time to Read 2 minutes
From 30 Compliance Violations to 1: Midwest Fidelity December 2, 2021September 28, 2023 Time to Read 3 minutes
How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021September 28, 2023 Time to Read 3 minutes
How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021September 28, 2023 Time to Read 3 minutes
How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021September 28, 2023 Time to Read 2 minutes
What Started with QA Ended with 20% Higher Conversions August 5, 2021May 5, 2022 Time to Read 3 minutes
Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023 October 2, 2023October 26, 2023 Time to Read 26 minutes
3 Ways To Boost Contact Center Efficiency With Agent Training June 12, 2023June 12, 2023 Time to Read 7 minutes
2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less” April 20, 2023September 5, 2023 Time to Read 37 minutes
Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress April 10, 2023April 10, 2023 Time to Read 4 minutes
How the Best Contact Centers Create Value During a Recession March 27, 2023March 31, 2023 Time to Read 6 minutes
Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions March 6, 2023March 6, 2023 Time to Read 1 minute
Is the Contact Center a Good Career? Tenured Agents Say Yes February 6, 2023February 6, 2023 Time to Read 29 minutes
Why Contact Center Agents Should Spend More Time Asking Questions January 23, 2023January 23, 2023 Time to Read 4 minutes
Contact Center Training Methods: The Good, The Bad, and The Ugly January 9, 2023January 9, 2023 Time to Read 6 minutes
Cost Objections Are Up 30% For Contact Centers in Q4 November 28, 2022November 28, 2022 Time to Read 2 minutes
Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk November 14, 2022March 3, 2023 Time to Read 1 minute
How to Fix Onboarding, According to 400+ Contact Center Employees October 31, 2022February 6, 2023 Time to Read 12 minutes
How to Drive Revenue by Cross-Training Contact Center Agents October 2, 2022October 3, 2022 Time to Read 1 minute
How Do Executive Attitudes Influence the Contact Center Agent Experience? September 15, 2022September 19, 2022 Time to Read 1 minute
Contact Centers in Ten Years: Humans are Here to Stay September 6, 2022September 12, 2022 Time to Read 1 minute
3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession August 10, 2022December 27, 2022 Time to Read 9 minutes
How to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022March 27, 2023 Time to Read 17 minutes
Why Do Agents Go Off Script? Mistakes vs Improvisation July 7, 2022August 9, 2022 Time to Read 1 minute
The Case For the Anti-Script: A Multifactor Analysis of Script Adherence June 23, 2022October 17, 2022 Time to Read 2 minutes
Why the Biggest Contact Centers Have the Least Effective Call Scripts June 13, 2022February 13, 2023 Time to Read 1 minute
Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022November 11, 2022 Time to Read 1 minute
2 Out of 3 Contact Center Agents Want to Change Their Script May 2, 2022October 17, 2022 Time to Read 9 minutes
How Contact Center Size Impacts Manager Coaching Methods April 18, 2022March 3, 2023 Time to Read 11 minutes
Contact Center Attrition: What Agents Want in 2022 March 29, 2022May 19, 2022 Time to Read 22 minutes
Where Do Contact Center Workers See Themselves in 5 Years? March 17, 2022May 19, 2022 Time to Read 10 minutes
Missing Cents: Gender Pay Gaps in the Contact Center March 4, 2022May 19, 2022 Time to Read 17 minutes
Contact Center Agents & The Dream of Self-Employment February 25, 2022May 19, 2022 Time to Read 7 minutes
In-Person or Virtual? 6 Surprising Findings About Remote Work at Contact Centers February 8, 2022May 26, 2022 Time to Read 1 minute
Key Factors to Agent Retention: Career Motivations in the Contact Center February 1, 2022May 19, 2022 Time to Read 7 minutes
What an Employee’s Age Says About Their Goals in the Contact Center January 21, 2022May 19, 2022 Time to Read 10 minutes
We Surveyed 500 Managers About Call Center Coaching. Conclusion: It’s Not Working. October 22, 2021May 18, 2023 Time to Read 7 minutes
Conversational AI: Everything You Need to Know for Your Contact Center November 18, 2024November 19, 2024 Time to Read 9 minutes
How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table November 13, 2024November 13, 2024 Time to Read 4 minutes
Contact Centers: The Perfect Place to Introduce AI to a Company? November 5, 2024November 5, 2024 Time to Read 4 minutes
How AI is Powering, Not (Completely) Replacing, Contact Center Agents October 29, 2024October 29, 2024 Time to Read 4 minutes
Six Expert Insights: How AI Will Shape the Future of Home Services October 29, 2024October 29, 2024 Time to Read 5 minutes
Agents or AI? Why the future of contact centers needs both to thrive October 23, 2024October 23, 2024 Time to Read 5 minutes
Call Center Scripting Software: AI for Dynamic Customer Service October 22, 2024October 23, 2024 Time to Read 6 minutes
Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution October 19, 2024November 13, 2024 Time to Read 13 minutes
2025 Predictions: AI Voice Bots are the New Normal October 14, 2024October 14, 2024 Time to Read 3 minutes
Redefining Customer Interactions with Real-Time Agent Assist October 14, 2024October 16, 2024 Time to Read 6 minutes
Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them September 26, 2024September 26, 2024 Time to Read 7 minutes
5 Coaching Tips for Effective Sales Calls September 12, 2024September 12, 2024 Time to Read 4 minutes
Top 5 Call Center Quality Assurance Software for 2024 August 23, 2024August 23, 2024 Time to Read 9 minutes
Balto Logs 300 Million Conversations Guided in Real-Time August 19, 2024August 16, 2024 Time to Read 2 minutes
Call Center AI: The Key to Enhanced Customer Interactions August 8, 2024August 8, 2024 Time to Read 10 minutes
Health Insurance Sales Compliance in the Contact Center Guide July 29, 2024August 8, 2024 Time to Read 4 minutes
Balto Named 2024 CRM Top 100 Company for Customer Service July 23, 2024August 16, 2024 Time to Read 2 minutes
Data to Deals: AI Insights for Health Insurance Sales Excellence July 2, 2024July 2, 2024 Time to Read 6 minutes
Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards May 14, 2024June 6, 2024 Time to Read 2 minutes
Balto Releases QA Copilot, Superhuman Levels of Accuracy and Consistency January 25, 2024January 24, 2024 Time to Read 2 minutes
Generative AI is Shaping The Future of Contact Centers in 2024 January 22, 2024January 22, 2024 Time to Read 13 minutes
10 Real and Practical Ways Contact Center Leaders Use Generative AI January 22, 2024January 30, 2024 Time to Read 9 minutes
Replacing Customer Service Surveys with Sentiment Analysis January 11, 2024January 12, 2024 Time to Read 5 minutes
Balto Ensures Unparalleled Contact Center Visibility with Screen Recording December 20, 2023December 19, 2023 Time to Read 2 minutes
3 Ways Leaders Are Using Generative AI to Transform Their Contact Center December 13, 2023December 13, 2023 Time to Read 5 minutes
Three Tips to Transform Your Contact Center into a Customer Acquisition Machine December 4, 2023December 4, 2023 Time to Read 6 minutes
AI-Driven Excellence in Call Center Quality Management November 28, 2023November 20, 2024 Time to Read 8 minutes
Redefining the Future of Enterprise Contact Center Solutions November 2, 2023November 14, 2023 Time to Read 12 minutes
Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales October 17, 2023November 16, 2023 Time to Read 12 minutes
Balto Research Team Finds AI Tools Are Now Table Stakes in Contact Centers — As Long As They Can Prove ROI October 3, 2023October 3, 2023 Time to Read 2 minutes
Customer Experience in Financial Services: A Comprehensive Guide September 12, 2023September 18, 2023 Time to Read 16 minutes
The Future of Sales: An In-Depth Look at Revenue Intelligence September 7, 2023September 12, 2023 Time to Read 11 minutes
Maximizing Deals: How Sales Call Recording Boosts Revenue September 6, 2023September 12, 2023 Time to Read 11 minutes
Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI September 6, 2023September 6, 2023 Time to Read 2 minutes
What is Call Center Compliance and Why You Can’t Ignore It August 29, 2023September 25, 2024 Time to Read 12 minutes
Call Center Coaching Guide: Challenges, Tips, and Solutions August 29, 2023September 10, 2024 Time to Read 11 minutes
Five Considerations Before Implementing Contact Center AI Solutions July 27, 2023July 27, 2023 Time to Read 6 minutes
How to Use Conversation Analytics for Better Customer Insights July 20, 2023July 20, 2023 Time to Read 8 minutes
Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences July 19, 2023July 26, 2023 Time to Read 2 minutes
Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case July 6, 2023July 5, 2023 Time to Read 2 minutes
How to Prepare Your Contact Center for Widespread Adoption of AI and Automation July 5, 2023July 5, 2023 Time to Read 5 minutes
How to Engage and Motivate Contact Center Agents June 22, 2023November 16, 2023 Time to Read 5 minutes
Balto Partners with Zoom to Unleash Agent Performance in the Contact Center June 20, 2023June 20, 2023 Time to Read 2 minutes
Balto Hits Milestone of 200 Million Conversations Guided in Real-Time June 6, 2023June 6, 2023 Time to Read 2 minutes
Doing More With Less is Actually a Good Thing for Your Contact Center May 22, 2023May 22, 2023 Time to Read 6 minutes
What is Automated Quality Management (AQM) for Contact Centers? May 9, 2023September 3, 2024 Time to Read 9 minutes
Balto Research Team Finds That Technology Can Bridge The Efficiency Gap & Help Contact Centers Do More With “Less” in 2023 May 2, 2023May 1, 2023 Time to Read 2 minutes
Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker March 20, 2023June 23, 2023 Time to Read 6 minutes
Why Are Agents Who Use Balto 10% Happier at Work? March 13, 2023March 13, 2023 Time to Read 6 minutes
Simplifying the Contact Center Agent Experience Starts with Observation February 27, 2023February 27, 2023 Time to Read 7 minutes
Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency February 23, 2023February 28, 2023 Time to Read 2 minutes
Why 61% of Successful Agents Use Call Coaching Software February 20, 2023February 20, 2023 Time to Read 5 minutes
A Complete Guide to Workforce Management in the Call Center February 8, 2023September 10, 2024 Time to Read 14 minutes
Balto Research Team Finds Tenured Agents Believe the Contact Center Is a Strong Career Choice February 7, 2023February 6, 2023 Time to Read 2 minutes
2023 Trends: Automation in the Healthcare Contact Center January 17, 2023January 17, 2023 Time to Read 5 minutes
Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations January 11, 2023February 2, 2023 Time to Read 2 minutes
Advanced Call Center Technology | Trends and Features You Should Know November 29, 2022June 14, 2023 Time to Read 9 minutes
1-on-1 Onboarding Tips for Your Contact Center November 22, 2022January 18, 2023 Time to Read 5 minutes
What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success November 18, 2022November 18, 2022 Time to Read 5 minutes
Call Center Metrics & KPIs to Measure Agent Performance November 8, 2022March 24, 2023 Time to Read 10 minutes
Call Center Management: A Detailed Guide for Success November 3, 2022September 18, 2024 Time to Read 19 minutes
The CMS Compliance Crackdown is Coming. Here’s How to Prepare October 27, 2022December 7, 2022 Time to Read 4 minutes
Balto Releases Q3 ’22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case October 25, 2022November 9, 2022 Time to Read 3 minutes
5 Ways to Capture Tenured Agents’ Knowledge for Improved Contact Center Performance October 21, 2022February 6, 2023 Time to Read 6 minutes
Tips to Identify and Mitigate Insurance Fraud in the Contact Center October 20, 2022November 9, 2022 Time to Read 5 minutes
Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence October 4, 2022November 9, 2022 Time to Read 2 minutes
Why Spanish is Today’s Largest Growth Opportunity for Contact Centers September 28, 2022February 6, 2023 Time to Read 5 minutes
Keeping Your Experienced and Top-Performing Agents Engaged September 23, 2022February 6, 2023 Time to Read 6 minutes
Balto Elevates the Agent Experience in the Contact Center with New Suite of Features September 21, 2022November 9, 2022 Time to Read 4 minutes
How to Achieve Personalization in Banking Contact Centers September 13, 2022November 9, 2022 Time to Read 5 minutes
Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance September 9, 2022September 21, 2022 Time to Read 3 minutes
Lack of Proper Software Cited as Major Issue in Financial Services Contact Centers September 7, 2022November 16, 2022 Time to Read 5 minutes
Amid Recession Concerns, Is Now the Time to Invest in Your Contact Center? August 30, 2022February 6, 2023 Time to Read 5 minutes
The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers August 25, 2022March 3, 2023 Time to Read 6 minutes
How Conversational AI Is Transforming the Agent Experience in Contact Centers August 22, 2022November 21, 2022 Time to Read 6 minutes
Is the Contact Center Supervisor Position Flawed? August 13, 2022August 31, 2022 Time to Read 5 minutes
Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management August 11, 2022September 21, 2022 Time to Read 3 minutes
Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States August 5, 2022August 31, 2022 Time to Read 3 minutes
Why Active Listening Is an Essential Soft Skill in the Contact Center July 29, 2022April 10, 2023 Time to Read 5 minutes
4 Time-Tested Strategies to Overcome the “I’m Busy” Objection July 29, 2022March 3, 2023 Time to Read 6 minutes
Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers July 29, 2022August 11, 2022 Time to Read 2 minutes
Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center July 21, 2022July 22, 2022 Time to Read 3 minutes
Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts July 18, 2022July 20, 2022 Time to Read 1 minute
Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award July 13, 2022July 13, 2022 Time to Read 2 minutes
KPI Series: How to Measure Manager Productivity July 12, 2022February 13, 2023 Time to Read 5 minutes
Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe July 6, 2022March 31, 2023 Time to Read 4 minutes
Agent Assist vs. Real-Time Guidance: What’s the Difference? June 29, 2022July 24, 2023 Time to Read 7 minutes
Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It June 28, 2022August 11, 2022 Time to Read 2 minutes
How an Evolving Contact Center Has Transformed the Agent Experience June 17, 2022June 17, 2022 Time to Read 4 minutes
KPI Series: Reducing Manager Requests and Escalations June 13, 2022February 7, 2023 Time to Read 5 minutes
Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology June 10, 2022June 13, 2022 Time to Read 5 minutes
