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The Art of Asking Questions: Finding the Answers You Need to Improve Conversions, CX, and Call Outcomes

Wednesday, August 6th @ 12pm PT | 2pm CT | 3pm ET

Data is everywhere. Insight isn’t. This webinar helps you cut through the noise by asking the right questions about those metrics. We’ll break down the questions top-performing contact centers are asking to drive real change in close rates, customer sentiment, and agent performance. Whether you’re troubleshooting or optimizing, the right questions make all the difference. You’ll leave with a sharper strategy and a practical way to track answers over time.

Speakers

Mike Goldstein
President & CTO

Kyle Jones
VP of Product

Rob Westervelt
VP of Customer Success

TL;DR

Meet the contact center superagent

Balto is your AI workforce for your contact center.

Balto is building the ultimate partnership: human agents and AI working side-by-side in your existing softphone client to deliver results neither could alone.

Insights + Superagents + Automation = Superhuman results

How do you ask the right questions?

  • Legacy systems relied on rigid keywords and often missed the mark
  • LLMs unlock powerful new capabilities for search and insights
  • Model performance has accelerated dramatically in just 18 months

In the right hands, this technology becomes a catalyst for transformation!

Start with Discovery

  • Have data-backed strategy conversations
    • Stop debating what “seems” to be happening.
    • Trends gives your team a shared understanding for honest, productive conversations.
  • You have to ask the right questions!

Discovering with Evidence

  • Without knowing how this changes over time, you are only seeing part of the picture.
  • Trends helps users spot early signals, test hypotheses, and improve outcomes on 100% of calls. 

How do you ask the right questions?

  • You have access to IMPOSSIBLE data now, don’t waste it. 
  • Keep in mind that we look at each call individually, so phrase questions that we can answer one call at a time, then surface insights back to you. 

The best questions our customers are asking

  • How did the customer sentiment shift from beginning of call to end of call
  • What common issues are coming up with machines? 
  • What features or products are customers most interested in?
  • What are the common complaints we are receiving from customers?
  • What common frustrations do customers have?
  • What is confusing our customers?