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 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 20, 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 Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022November 9, 2022 Time to Read 4 minutes EO Media Group Slashes Call Time and Vanquishes Escalations with Balto June 14, 2022November 23, 2022 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, 2022November 23, 2022 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, 2022September 20, 2022 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, 2022February 6, 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 National General Closes More Quotes and Lowers AHT With Balto January 1, 2022September 9, 2022 Time to Read 5 minutes How One Script Update Won 25% More Competitor Objections January 1, 2022December 7, 2022 Time to Read 2 minutes Case Study: Changing Insurance Conversations January 1, 2022November 3, 2022 Time to Read 1 minute From 30 Compliance Violations to 1: Midwest Fidelity December 2, 2021May 5, 2022 Time to Read 3 minutes How a Notification Reduced Weak Language by 86% in 30 Days October 1, 2021May 19, 2022 Time to Read 2 minutes How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021March 24, 2023 Time to Read 3 minutes How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021September 20, 2022 Time to Read 3 minutes How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021May 19, 2022 Time to Read 3 minutes What Started with QA Ended with 20% Higher Conversions August 5, 2021May 5, 2022 Time to Read 3 minutes Research How the Best Contact Centers Create Value During a Recession March 27, 2023March 27, 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, 2021September 21, 2022 Time to Read 7 minutes 2021 Contact Center Agent Survey Report January 11, 2021April 14, 2022 Time to Read 2 minutes Blog Posts Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker March 20, 2023March 21, 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, 2023February 13, 2023 Time to Read 9 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 Technologies | Trends and Features You Should Know November 29, 2022January 11, 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: Everything You Need to Know November 3, 2022March 27, 2023 Time to Read 8 minutes What Is Conversation Intelligence Software? October 27, 2022November 23, 2022 Time to Read 7 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 Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution October 20, 2022February 13, 2023 Time to Read 6 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, 2022March 17, 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, 2022July 11, 2022 Time to Read 4 minutes CCW 2022: Bigger and Better Than Ever June 30, 2022July 8, 2022 Time to Read 5 minutes Agent Assist vs. Real-Time Guidance: What’s the Difference? June 29, 2022February 13, 2023 Time to Read 5 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 Why Agent Assist Isn’t Successful June 23, 2022November 4, 2022 Time to Read 6 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 Arm Yourself with Knowledge: Sales Tips from Tim Claudin June 8, 2022December 15, 2022 Time to Read 5 minutes Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry June 8, 2022June 28, 2022 Time to Read 3 minutes Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research June 7, 2022June 8, 2022 Time to Read 2 minutes Fix-It Friday: How to Keep Remote Agents Engaged June 3, 2022June 8, 2022 Time to Read 6 minutes Lazy AI in the Contact Center Part 2: Neglecting Agent Experience May 27, 2022February 6, 2023 Time to Read 6 minutes Tech Talk: Rapid Model Iteration and Training with Balto AI Hub May 26, 2022November 4, 2022 Time to Read 3 minutes Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity May 25, 2022May 26, 2022 Time to Read 3 minutes Call Center Coaching Guide: Challenges, Tips, and Solutions May 23, 2022February 7, 2023 Time to Read 5 minutes Fix-It Friday: Onboarding Agents Takes Too Long May 20, 2022June 3, 2022 Time to Read 5 minutes Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks May 18, 2022May 20, 2022 Time to Read 3 minutes KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers May 13, 2022August 24, 2022 Time to Read 6 minutes Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer May 12, 2022February 6, 2023 Time to Read 6 minutes Balto Joins Talkdesk AppConnect Marketplace May 11, 2022May 19, 2022 Time to Read 2 minutes Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt May 10, 2022June 9, 2022 Time to Read 4 minutes Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition May 10, 2022May 10, 2022 Time to Read 4 minutes Fix-It Friday: How Can I Encourage Agents to Stay on Script? May 6, 2022February 6, 2023 Time to Read 6 minutes KPI Series: Measuring and Improving QA Scores in Contact Centers May 6, 2022February 13, 2023 Time to Read 5 minutes Call Center Training: A Guide for Success May 4, 2022March 17, 2023 Time to Read 9 minutes A 10-Step Action Plan for Combating Contact Center Attrition May 4, 2022December 9, 2022 Time to Read 6 minutes Industry Intelligence Playbook Insights: How to Set Appointments That Stick April 29, 2022March 3, 2023 Time to Read 4 minutes KPI Series: The Importance of Conversion Rates and How to Improve Them April 27, 2022December 12, 2022 Time to Read 5 minutes Fix-It Friday: How to Help Agents Overcome Objections April 22, 2022December 9, 2022 Time to Read 7 minutes 3 Ways to Eliminate Agent Mistakes on Calls April 21, 2022April 26, 2022 Time to Read 6 minutes KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores April 20, 2022December 7, 2022 Time to Read 4 minutes KPI Series: Reducing Contact Center Agent Ramp Time April 16, 2022April 19, 2022 Time to Read 4 minutes One No Closer to a Yes: Sales Tips from Carlos Ribera Zankiz April 12, 2022June 9, 2022 Time to Read 3 minutes Fix-It Friday: How Can I Stop Re-Coaching Agents? April 8, 2022April 22, 2022 Time to Read 5 minutes KPI Series: How to Reduce Your Call Center Average Handle Time April 4, 2022March 3, 2023 Time to Read 4 minutes Enhancing Human Communication with AI: How It’s Done and Why It Matters March 30, 2022December 15, 2022 Time to Read 4 minutes Ways AI Uncovers Opportunities for Retailers March 28, 2022March 24, 2023 Time to Read 3 minutes Tips to Narrow the Wage Gap in the Contact Center March 24, 2022April 20, 2022 Time to Read 3 minutes 6 Things All Successful Sales Calls Have in Common March 23, 2022December 15, 2022 Time to Read 3 minutes Balto COO Chris Kontes Talks Challenges, Company Culture, and the Future March 22, 2022April 19, 2022 Time to Read 4 minutes How to Ensure Top-Performing Agents Are Recognized March 21, 2022April 19, 2022 Time to Read 3 minutes One and Done: How to Effectively Coach Agents the First Time March 18, 2022December 15, 2022 Time to Read 5 minutes Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers March 17, 2022December 15, 2022 Time to Read 2 minutes 3 Crucial Soft Skills for Contact Center Coaching and Leadership March 15, 2022March 17, 2023 Time to Read 3 minutes Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence March 11, 2022April 19, 2022 Time to Read 4 minutes Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery March 10, 2022April 26, 2022 Time to Read 3 minutes The Top 9 KPIs High-Performing Contact Centers Measure March 9, 2022February 7, 2023 Time to Read 5 minutes Balto CEO Talks About How AI is Revolutionizing Call Centers March 4, 2022December 7, 2022 Time to Read 4 minutes How Contact Center Demographics Can (and Should) Influence Leadership Tactics March 2, 2022April 19, 2022 Time to Read 4 minutes Balto Improves Real-Time Guidance With Intent-Based Voice Processing March 2, 2022April 21, 2022 Time to Read 2 minutes Why Contact Centers Can’t Keep Scoring Only 1% of Their Calls February 28, 2022April 21, 2022 Time to Read 3 minutes 3 Ways to Improve Contact Center Agent Retention That Actually Work February 28, 2022April 21, 2022 Time to Read 4 minutes Balto Announces New Seamless Integration with 8×8 February 24, 2022April 21, 2022 Time to Read 2 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
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 20, 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
Gonzaba Medical Group Soars to New Levels of Efficient and Consistent Patient Communication September 9, 2022November 9, 2022 Time to Read 4 minutes
EO Media Group Slashes Call Time and Vanquishes Escalations with Balto June 14, 2022November 23, 2022 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, 2022November 23, 2022 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, 2022September 20, 2022 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, 2022February 6, 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
National General Closes More Quotes and Lowers AHT With Balto January 1, 2022September 9, 2022 Time to Read 5 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, 2021May 5, 2022 Time to Read 3 minutes
How a Notification Reduced Weak Language by 86% in 30 Days October 1, 2021May 19, 2022 Time to Read 2 minutes
How Michael McMillan Uses Real-Time Insights to Keep His BPO Indispensable September 16, 2021March 24, 2023 Time to Read 3 minutes
How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021September 20, 2022 Time to Read 3 minutes
How Better Discovery Questions Led to 16% More Sales for National General August 27, 2021May 19, 2022 Time to Read 3 minutes
What Started with QA Ended with 20% Higher Conversions August 5, 2021May 5, 2022 Time to Read 3 minutes
How the Best Contact Centers Create Value During a Recession March 27, 2023March 27, 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, 2021September 21, 2022 Time to Read 7 minutes
Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker March 20, 2023March 21, 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, 2023February 13, 2023 Time to Read 9 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 Technologies | Trends and Features You Should Know November 29, 2022January 11, 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: Everything You Need to Know November 3, 2022March 27, 2023 Time to Read 8 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
Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution October 20, 2022February 13, 2023 Time to Read 6 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, 2022March 17, 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, 2022July 11, 2022 Time to Read 4 minutes
Agent Assist vs. Real-Time Guidance: What’s the Difference? June 29, 2022February 13, 2023 Time to Read 5 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
Arm Yourself with Knowledge: Sales Tips from Tim Claudin June 8, 2022December 15, 2022 Time to Read 5 minutes
Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry June 8, 2022June 28, 2022 Time to Read 3 minutes
Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research June 7, 2022June 8, 2022 Time to Read 2 minutes
Lazy AI in the Contact Center Part 2: Neglecting Agent Experience May 27, 2022February 6, 2023 Time to Read 6 minutes
Tech Talk: Rapid Model Iteration and Training with Balto AI Hub May 26, 2022November 4, 2022 Time to Read 3 minutes
Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity May 25, 2022May 26, 2022 Time to Read 3 minutes
Call Center Coaching Guide: Challenges, Tips, and Solutions May 23, 2022February 7, 2023 Time to Read 5 minutes
Balto Champions Collaborative Intelligence, Unveils Industry Intelligence Playbooks May 18, 2022May 20, 2022 Time to Read 3 minutes
KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers May 13, 2022August 24, 2022 Time to Read 6 minutes
Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer May 12, 2022February 6, 2023 Time to Read 6 minutes
Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt May 10, 2022June 9, 2022 Time to Read 4 minutes
Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition May 10, 2022May 10, 2022 Time to Read 4 minutes
Fix-It Friday: How Can I Encourage Agents to Stay on Script? May 6, 2022February 6, 2023 Time to Read 6 minutes
KPI Series: Measuring and Improving QA Scores in Contact Centers May 6, 2022February 13, 2023 Time to Read 5 minutes
A 10-Step Action Plan for Combating Contact Center Attrition May 4, 2022December 9, 2022 Time to Read 6 minutes
Industry Intelligence Playbook Insights: How to Set Appointments That Stick April 29, 2022March 3, 2023 Time to Read 4 minutes
KPI Series: The Importance of Conversion Rates and How to Improve Them April 27, 2022December 12, 2022 Time to Read 5 minutes
Fix-It Friday: How to Help Agents Overcome Objections April 22, 2022December 9, 2022 Time to Read 7 minutes
KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores April 20, 2022December 7, 2022 Time to Read 4 minutes
KPI Series: Reducing Contact Center Agent Ramp Time April 16, 2022April 19, 2022 Time to Read 4 minutes
One No Closer to a Yes: Sales Tips from Carlos Ribera Zankiz April 12, 2022June 9, 2022 Time to Read 3 minutes
KPI Series: How to Reduce Your Call Center Average Handle Time April 4, 2022March 3, 2023 Time to Read 4 minutes
Enhancing Human Communication with AI: How It’s Done and Why It Matters March 30, 2022December 15, 2022 Time to Read 4 minutes
Tips to Narrow the Wage Gap in the Contact Center March 24, 2022April 20, 2022 Time to Read 3 minutes
6 Things All Successful Sales Calls Have in Common March 23, 2022December 15, 2022 Time to Read 3 minutes
Balto COO Chris Kontes Talks Challenges, Company Culture, and the Future March 22, 2022April 19, 2022 Time to Read 4 minutes
How to Ensure Top-Performing Agents Are Recognized March 21, 2022April 19, 2022 Time to Read 3 minutes
One and Done: How to Effectively Coach Agents the First Time March 18, 2022December 15, 2022 Time to Read 5 minutes
Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers March 17, 2022December 15, 2022 Time to Read 2 minutes
3 Crucial Soft Skills for Contact Center Coaching and Leadership March 15, 2022March 17, 2023 Time to Read 3 minutes
Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence March 11, 2022April 19, 2022 Time to Read 4 minutes
Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery March 10, 2022April 26, 2022 Time to Read 3 minutes
The Top 9 KPIs High-Performing Contact Centers Measure March 9, 2022February 7, 2023 Time to Read 5 minutes
Balto CEO Talks About How AI is Revolutionizing Call Centers March 4, 2022December 7, 2022 Time to Read 4 minutes
How Contact Center Demographics Can (and Should) Influence Leadership Tactics March 2, 2022April 19, 2022 Time to Read 4 minutes
Balto Improves Real-Time Guidance With Intent-Based Voice Processing March 2, 2022April 21, 2022 Time to Read 2 minutes
Why Contact Centers Can’t Keep Scoring Only 1% of Their Calls February 28, 2022April 21, 2022 Time to Read 3 minutes
3 Ways to Improve Contact Center Agent Retention That Actually Work February 28, 2022April 21, 2022 Time to Read 4 minutes
Balto Announces New Seamless Integration with 8×8 February 24, 2022April 21, 2022 Time to Read 2 minutes
