AI is changing how agents work—but most coaching hasn’t caught up. In this session, Marc lays out a modern coaching model built for speed and scale. He’ll show how teams are using Balto to pinpoint coaching opportunities from every call—not just the random ones someone listened to. See how curated call clips, clear performance data, and real-time guidance make coaching faster, more relevant, and easier to act on. No more hunting through call logs. No more performance reviews based on hunches. Just clear, actionable coaching tied directly to the conversations your agents are actually having.

TL;DR

What is the Agent(ic) Era?

The Agent(ic) Era is the next chapter in contact center evolution. One where human agents are given the tools they need to succeed, while partnering with AI to handle the heavy lifting of analysis, flagging issues, and surfacing the coaching moments that matter. 

Balto built its coaching tools to augment the strengths of humans with the strengths of AI. Let your team bring their context, experience, and relationships and let the AI handle data at scale.

Real-Time Coaching with AI

AI isn’t just analyzing calls after they happen, it’s helping you coach agents live. When you give your agents coaching feedback, Balto can follow up with them live on their calls when they see a similar situation pop up again.

Not only that, but Balto’s insights module pairs perfectly with coaching. Want to know what is preventing your agents from solving your customers’ issues or closing sales? Ask, and Balto will look at every call, across every agent, and give you unparalleled insight into your contact center.

On the ground, supervisors can give very effective coaching with agents and as a whole, you can look at where your organization is getting stuck and where there are opportunities to improve.

Context Is the New Currency

Balto’s real-time coaching software gives supervisors curated call clips, live alerts, and instant insights into what’s working and what’s not. That means faster and more comprehensive coaching that sticks.

Not only that, but supervisors see full conversations, not just scorecards. They know exactly why a call succeeded or failed and can coach toward repeatable performance, not vague metrics. And agents can trust that their performance is being evaluated across all of their calls, not just the handful that someone happened to listen to.

Why Speed Matters More Than Ever

The longer you wait to coach, the less impact it makes. That’s why Balto flags coaching moments in the moment—so your agents can improve call by call, not quarter by quarter.

Balto also generates post-call summaries, so you know which calls need attention, which agents need help, and which habits need reinforcing.

More coaching, top of mind, in the moment–your team will be unstoppable.

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About the Speaker

Marc Bernstein is the Founder, CEO of Balto, the real-time guidance category leader, with over 400 million contact center conversations analyzed and optimized in real-time and the highest-rated solution on G2 with 4.8 stars. Balto’s artificial intelligence understands phone conversations to be as effective as possible in every customer conversation.

Follow Marc on LinkedIn.

FAQs

Balto listens to calls live and prompts agents with contextual guidance based on proven best practices and your company’s policies. It also alerts supervisors to coaching moments and generates summaries for quick review.

Unlike manual QA tools that review a small fraction of calls, Balto scores and analyzes 100% of calls in real time, providing immediate insights and actionable coaching opportunities.

Yes. Teams using real-time AI coaching see faster ramp times, better call outcomes, and more consistent agent performance. 

Absolutely. Balto flags risky language, ensures required disclosures are made, and provides audit trails that support compliance in sectors like healthcare, insurance, and finance.

Ready to Coach in Real Time?

If your coaching program feels reactive, inconsistent, or just plain slow, it’s time for a change.

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