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Contact Center vs Call Center: What’s the Difference?
Think a contact center and a call center are the same thing? They’re not, and understanding the difference can directly impact your customer experience strategy. At first glance, the terms may seem interchangeable. But as technology and customer expectations have evolved, the gap between the two has grown wider. One is reactive, focused almost exclusively…
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How Balto Is Shaping the Future of QA/QM, According to CMP Research
Real-time QA is the future — and Balto is leading the way. CMP Research just released its 2024 Prism for Automated QA/QM — and we’re proud to share that Balto has been named a Pioneering vendor, the highest possible distinction in the report. CMP Research, or the Customer Management Practice, is a leading market intelligence…
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What is a Good Customer Effort Score (CES)? An In-Depth Guide
The less effort your customers put in, the more likely they are to come back. In customer experience, ease isn’t a nice-to-have — it’s the whole game. That’s where Customer Effort Score (CES) comes in. A good customer effort score (CES) tells you that it was easy for a customer to complete an action, whether…
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Proven Techniques to Improve Call Center Customer Service
Did you know that 96% of customers say excellent customer service builds trust, but one bad call can break it? In the high-pressure world of call centers, every conversation counts. It’s not just about answering calls quickly — it’s about creating real, helpful interactions that leave customers feeling heard and supported. If you’re wondering how…
