Sitemap Pages HomeProduct OverviewReal-Time GuidanceReal-Time QAReal-Time CoachingWhy 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 Managing Bilingual Contact Center Agents for Peak Performance August 10, 2022August 10, 2022 Time to Read 1 minute What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022August 10, 2022 Time to Read 1 minute Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022June 28, 2022 Time to Read 1 minute Have Winning Conversations at Enterprise Scale|RingCentral + Balto May 24, 2022July 12, 2022 Time to Read 1 minute Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022June 16, 2022 Time to Read 22 minutes Boost Agent Performance by Scaling Excellent Conversations with AI April 19, 2022June 28, 2022 Time to Read 23 minutes How to Coach ONCE and WIN March 2, 2022May 19, 2022 Time to Read 1 minute 30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021June 23, 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, 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 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 EO Media Group Slashes Call Time and Vanquishes Escalations with Balto June 14, 2022June 16, 2022 Time to Read 3 minutes Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022June 27, 2022 Time to Read 4 minutes Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022May 23, 2022 Time to Read 3 minutes Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022June 27, 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, 2022May 5, 2022 Time to Read 3 minutes Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022May 5, 2022 Time to Read 3 minutes How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022May 5, 2022 Time to Read 2 minutes World-Class Customer Service Drives Insurance Companies Forward January 1, 2022May 19, 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, 2022May 5, 2022 Time to Read 6 minutes ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022May 10, 2022 Time to Read 4 minutes National General Closes More Quotes and Lowers AHT With Balto January 1, 2022May 5, 2022 Time to Read 5 minutes How One Script Update Won 25% More Competitor Objections January 1, 2022May 5, 2022 Time to Read 2 minutes Case Study: Changing Insurance Conversations January 1, 2022May 5, 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, 2021May 19, 2022 Time to Read 3 minutes How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021May 5, 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 to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022August 9, 2022 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, 2022June 24, 2022 Time to Read 2 minutes Why the Biggest Contact Centers Have the Least Effective Call Scripts June 13, 2022June 14, 2022 Time to Read 1 minute Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022June 2, 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, 2022May 19, 2022 Time to Read 9 minutes How Contact Center Size Impacts Manager Coaching Methods April 18, 2022May 19, 2022 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, 2021July 12, 2022 Time to Read 7 minutes 2021 Contact Center Agent Survey Report January 11, 2021April 14, 2022 Time to Read 2 minutes Blog Posts Is the Contact Center Supervisor Position Flawed? August 13, 2022August 18, 2022 Time to Read 5 minutes Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management August 11, 2022August 12, 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 11, 2022 Time to Read 3 minutes Will AI Replace Contact Center Agents? August 2, 2022August 11, 2022 Time to Read 4 minutes Why Active Listening Is an Essential Soft Skill in the Contact Center July 29, 2022August 11, 2022 Time to Read 5 minutes 4 Time-Tested Strategies to Overcome the “I’m Busy” Objection July 29, 2022August 11, 2022 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, 2022July 13, 2022 Time to Read 5 minutes The Role of Voice in an Omnichannel World July 8, 2022July 12, 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, 2022August 1, 2022 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, 2022August 2, 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, 2022June 13, 2022 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, 2022June 9, 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, 2022June 8, 2022 Time to Read 6 minutes Tech Talk: Rapid Model Iteration and Training with Balto AI Hub May 26, 2022July 6, 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, 2022August 10, 2022 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, 2022May 26, 2022 Time to Read 6 minutes Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer May 12, 2022May 20, 2022 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, 2022May 10, 2022 Time to Read 6 minutes KPI Series: Measuring and Improving QA Scores in Contact Centers May 6, 2022May 10, 2022 Time to Read 5 minutes A 10-Step Action Plan for Combating Contact Center Attrition May 4, 2022May 10, 2022 Time to Read 6 minutes Industry Intelligence Playbook Insights: How to Set Appointments That Stick April 29, 2022May 10, 2022 Time to Read 4 minutes KPI Series: The Importance of Conversion Rates and How to Improve Them April 27, 2022April 28, 2022 Time to Read 5 minutes Fix-It Friday: How to Help Agents Overcome Objections April 22, 2022June 2, 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, 2022April 20, 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: Reduce Your Average Handle Time (AHT) April 4, 2022April 26, 2022 Time to Read 4 minutes Enhancing Human Communication with AI: How It’s Done and Why It Matters March 30, 2022April 19, 2022 Time to Read 4 minutes Ways AI Uncovers Opportunities for Retailers March 28, 2022April 19, 2022 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, 2022April 19, 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, 2022April 19, 2022 Time to Read 5 minutes Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers March 17, 2022June 30, 2022 Time to Read 2 minutes 3 Crucial Soft Skills for Contact Center Coaching and Leadership March 15, 2022April 19, 2022 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, 2022July 22, 2022 Time to Read 5 minutes Balto CEO Talks About How AI is Revolutionizing Call Centers March 4, 2022April 19, 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 5 Negotiation Tips to Improve CSAT in Collections February 23, 2022April 21, 2022 Time to Read 4 minutes Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List February 22, 2022April 21, 2022 Time to Read 3 minutes 3 Surprising Findings About Remote Work at Contact Centers February 18, 2022April 21, 2022 Time to Read 4 minutes 4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences February 14, 2022April 21, 2022 Time to Read 4 minutes Balto and NobelBiz Partnership Aims to Improve the Contact Center Ecosystem February 11, 2022April 26, 2022 Time to Read 2 minutes Building Balto: Lessons Learned While Crafting Quality Conversations February 4, 2022April 21, 2022 Time to Read 5 minutes Balto Recognized As 2022 Best Place to Work By Purpose Jobs January 27, 2022April 21, 2022 Time to Read 2 minutes eLearning in the Contact Center: A Solution for Remote Coaching Challenges January 26, 2022April 27, 2022 Time to Read 3 minutes With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert January 24, 2022April 21, 2022 Time to Read 3 minutes Balto Invests in Contact Center Research With The Conversation Excellence Lab January 19, 2022April 21, 2022 Time to Read 2 minutes Balto Wrap-up: Celebrating 2021 and Planning for an Even Bigger 2022 January 13, 2022April 21, 2022 Time to Read 5 minutes Balto Becomes First to Guide 100 Million Conversations in Real-Time January 11, 2022April 26, 2022 Time to Read 3 minutes Is the Contact Center Becoming a Profit Center? January 3, 2022April 26, 2022 Time to Read 3 minutes What Does the Contact Center of 2030 Look Like? December 13, 2021June 17, 2022 Time to Read 24 minutes An Agent Explains Why He’s Happy At Work — With Anonymous November 10, 2021April 26, 2022 Time to Read 4 minutes Organizations That Train Themselves with Adam Lupu of Startwise October 28, 2021April 26, 2022 Time to Read 4 minutes The 7 Step Process to Sell More Insurance October 12, 2021April 26, 2022 Time to Read 2 minutes Zing Health-Balto Partnership Gets Medicare Questions Answered October 9, 2021April 26, 2022 Time to Read 4 minutes Debunking The Top 5 Objections to Trying Balto October 1, 2021April 26, 2022 Time to Read 3 minutes Why QA Teams Need to Bring Their Process Into Real-Time September 24, 2021April 26, 2022 Time to Read 3 minutes Why Conversation Excellence is the New Normal for Contact Centers September 24, 2021April 26, 2022 Time to Read 4 minutes Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding September 7, 2021April 27, 2022 Time to Read 3 minutes Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers August 19, 2021April 26, 2022 Time to Read 3 minutes Tips for Building Rapport With Any Customer August 12, 2021August 16, 2022 Time to Read 6 minutes Balto Announces End to QA & Coaching as We Know It August 5, 2021April 26, 2022 Time to Read 3 minutes How To Identify and Overcome Unconscious Bias in Customer Service August 4, 2021August 12, 2022 Time to Read 6 minutes Is AI Replacing Human Jobs in Customer Service? July 22, 2021August 18, 2022 Time to Read 6 minutes Business Guide To Scaling Sales With Tech Solutions July 14, 2021August 12, 2022 Time to Read 5 minutes How AI Already Impacts Our Lives in Unforeseen Ways July 2, 2021August 18, 2022 Time to Read 5 minutes Natural Language Processing: How Machines Are Getting Better at Human Language June 21, 2021August 12, 2022 Time to Read 6 minutes Balto Named a Gartner Cool Vendor in CRM Customer Service and Support June 4, 2021April 26, 2022 Time to Read 2 minutes How Three Sales Teams Leveled Up With Real-Time Guidance May 17, 2021April 26, 2022 Time to Read 5 minutes The 30% Myth: A Hot Take on Close Rates May 14, 2021July 8, 2022 Time to Read 6 minutes Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes May 3, 2021April 26, 2022 Time to Read 3 minutes Why Your Insurance Agents Don’t Sell As Much As They Could March 18, 2021April 26, 2022 Time to Read 3 minutes Demand Pages Call Center Scripting SoftwareCustomer Service SkillsCall Center SoftwareCall Center ManagementContact Center SoftwareSales CoachingCall Center ComplianceConversation Intelligence
Managing Bilingual Contact Center Agents for Peak Performance August 10, 2022August 10, 2022 Time to Read 1 minute
What We’ve Learned by Guiding 135 Million+ Agent Calls – Balto Real-Time Index July 29, 2022August 10, 2022 Time to Read 1 minute
Rethinking Call Scripts – Results from Surveying 500+ Contact Center Agents June 28, 2022June 28, 2022 Time to Read 1 minute
Have Winning Conversations at Enterprise Scale|RingCentral + Balto May 24, 2022July 12, 2022 Time to Read 1 minute
Create Superstar Reps and Improve Agent Engagement with Real-Time Guidance May 11, 2022June 16, 2022 Time to Read 22 minutes
Boost Agent Performance by Scaling Excellent Conversations with AI April 19, 2022June 28, 2022 Time to Read 23 minutes
30 x 30 | How to Improve Your Home Services/Solar Contact and Conversion Rates by 30% May 21, 2021June 23, 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
EO Media Group Slashes Call Time and Vanquishes Escalations with Balto June 14, 2022June 16, 2022 Time to Read 3 minutes
Emergicon Gains Message Consistency, Increased Call Volume, and Shorter Hold Times with Balto June 6, 2022June 27, 2022 Time to Read 4 minutes
Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance May 19, 2022May 23, 2022 Time to Read 3 minutes
Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth May 17, 2022June 27, 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, 2022May 5, 2022 Time to Read 3 minutes
Billing Provider UGA Finds New Strides With Balto Real-Time Coaching February 25, 2022May 5, 2022 Time to Read 3 minutes
How to Ditch Call Mining with Real-Time Coaching: Accelerated Receivables Solutions January 13, 2022May 5, 2022 Time to Read 2 minutes
World-Class Customer Service Drives Insurance Companies Forward January 1, 2022May 19, 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, 2022May 5, 2022 Time to Read 6 minutes
ONLINE Information Services Uses Balto For More Effective Onboarding & Collections Calls January 1, 2022May 10, 2022 Time to Read 4 minutes
National General Closes More Quotes and Lowers AHT With Balto January 1, 2022May 5, 2022 Time to Read 5 minutes
How One Script Update Won 25% More Competitor Objections January 1, 2022May 5, 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, 2021May 19, 2022 Time to Read 3 minutes
How National General Cut 53 Seconds Off Their AHT by Ditching PDFs August 27, 2021May 5, 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 to Recession-Proof Your Contact Center, According to 360+ Executives August 3, 2022August 9, 2022 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, 2022June 24, 2022 Time to Read 2 minutes
Why the Biggest Contact Centers Have the Least Effective Call Scripts June 13, 2022June 14, 2022 Time to Read 1 minute
Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think May 31, 2022June 2, 2022 Time to Read 1 minute
2 Out of 3 Contact Center Agents Want to Change Their Script May 2, 2022May 19, 2022 Time to Read 9 minutes
How Contact Center Size Impacts Manager Coaching Methods April 18, 2022May 19, 2022 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, 2021July 12, 2022 Time to Read 7 minutes
Is the Contact Center Supervisor Position Flawed? August 13, 2022August 18, 2022 Time to Read 5 minutes
Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management August 11, 2022August 12, 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 11, 2022 Time to Read 3 minutes
Why Active Listening Is an Essential Soft Skill in the Contact Center July 29, 2022August 11, 2022 Time to Read 5 minutes
4 Time-Tested Strategies to Overcome the “I’m Busy” Objection July 29, 2022August 11, 2022 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
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, 2022August 1, 2022 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, 2022June 13, 2022 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, 2022June 9, 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, 2022June 8, 2022 Time to Read 6 minutes
Tech Talk: Rapid Model Iteration and Training with Balto AI Hub May 26, 2022July 6, 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, 2022August 10, 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, 2022May 26, 2022 Time to Read 6 minutes
Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer May 12, 2022May 20, 2022 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, 2022May 10, 2022 Time to Read 6 minutes
KPI Series: Measuring and Improving QA Scores in Contact Centers May 6, 2022May 10, 2022 Time to Read 5 minutes
A 10-Step Action Plan for Combating Contact Center Attrition May 4, 2022May 10, 2022 Time to Read 6 minutes
Industry Intelligence Playbook Insights: How to Set Appointments That Stick April 29, 2022May 10, 2022 Time to Read 4 minutes
KPI Series: The Importance of Conversion Rates and How to Improve Them April 27, 2022April 28, 2022 Time to Read 5 minutes
Fix-It Friday: How to Help Agents Overcome Objections April 22, 2022June 2, 2022 Time to Read 7 minutes
KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores April 20, 2022April 20, 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
Enhancing Human Communication with AI: How It’s Done and Why It Matters March 30, 2022April 19, 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, 2022April 19, 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, 2022April 19, 2022 Time to Read 5 minutes
Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers March 17, 2022June 30, 2022 Time to Read 2 minutes
3 Crucial Soft Skills for Contact Center Coaching and Leadership March 15, 2022April 19, 2022 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, 2022July 22, 2022 Time to Read 5 minutes
Balto CEO Talks About How AI is Revolutionizing Call Centers March 4, 2022April 19, 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
5 Negotiation Tips to Improve CSAT in Collections February 23, 2022April 21, 2022 Time to Read 4 minutes
Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List February 22, 2022April 21, 2022 Time to Read 3 minutes
3 Surprising Findings About Remote Work at Contact Centers February 18, 2022April 21, 2022 Time to Read 4 minutes
4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences February 14, 2022April 21, 2022 Time to Read 4 minutes
Balto and NobelBiz Partnership Aims to Improve the Contact Center Ecosystem February 11, 2022April 26, 2022 Time to Read 2 minutes
Building Balto: Lessons Learned While Crafting Quality Conversations February 4, 2022April 21, 2022 Time to Read 5 minutes
Balto Recognized As 2022 Best Place to Work By Purpose Jobs January 27, 2022April 21, 2022 Time to Read 2 minutes
eLearning in the Contact Center: A Solution for Remote Coaching Challenges January 26, 2022April 27, 2022 Time to Read 3 minutes
With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert January 24, 2022April 21, 2022 Time to Read 3 minutes
Balto Invests in Contact Center Research With The Conversation Excellence Lab January 19, 2022April 21, 2022 Time to Read 2 minutes
Balto Wrap-up: Celebrating 2021 and Planning for an Even Bigger 2022 January 13, 2022April 21, 2022 Time to Read 5 minutes
Balto Becomes First to Guide 100 Million Conversations in Real-Time January 11, 2022April 26, 2022 Time to Read 3 minutes
What Does the Contact Center of 2030 Look Like? December 13, 2021June 17, 2022 Time to Read 24 minutes
An Agent Explains Why He’s Happy At Work — With Anonymous November 10, 2021April 26, 2022 Time to Read 4 minutes
Organizations That Train Themselves with Adam Lupu of Startwise October 28, 2021April 26, 2022 Time to Read 4 minutes
Zing Health-Balto Partnership Gets Medicare Questions Answered October 9, 2021April 26, 2022 Time to Read 4 minutes
Why QA Teams Need to Bring Their Process Into Real-Time September 24, 2021April 26, 2022 Time to Read 3 minutes
Why Conversation Excellence is the New Normal for Contact Centers September 24, 2021April 26, 2022 Time to Read 4 minutes
Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding September 7, 2021April 27, 2022 Time to Read 3 minutes
Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers August 19, 2021April 26, 2022 Time to Read 3 minutes
Balto Announces End to QA & Coaching as We Know It August 5, 2021April 26, 2022 Time to Read 3 minutes
How To Identify and Overcome Unconscious Bias in Customer Service August 4, 2021August 12, 2022 Time to Read 6 minutes
Business Guide To Scaling Sales With Tech Solutions July 14, 2021August 12, 2022 Time to Read 5 minutes
How AI Already Impacts Our Lives in Unforeseen Ways July 2, 2021August 18, 2022 Time to Read 5 minutes
Natural Language Processing: How Machines Are Getting Better at Human Language June 21, 2021August 12, 2022 Time to Read 6 minutes
Balto Named a Gartner Cool Vendor in CRM Customer Service and Support June 4, 2021April 26, 2022 Time to Read 2 minutes
How Three Sales Teams Leveled Up With Real-Time Guidance May 17, 2021April 26, 2022 Time to Read 5 minutes
Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes May 3, 2021April 26, 2022 Time to Read 3 minutes
Why Your Insurance Agents Don’t Sell As Much As They Could March 18, 2021April 26, 2022 Time to Read 3 minutes
