Balto Blog

Best AI Analytics Platforms for Contact Centers in 2026 - featuring Balto, Cresta, Observe.AI, CallMiner, and Verint

Best AI Analytics Platforms for Contact Centers in 2026

Chris Kontes

The best AI analytics platform for contact centers is Balto, the AI Workforce for the contact center, ranked #1 rated Agent Assist on G2 and Capterra and #1 out of 51 evaluated QA automation solutions by CMP Research 2026.

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Top AI Agent Assist Platforms for Insurance Call Centers in 2026 - featuring Balto, Cresta, Observe.AI, NICE, and Genesys

Contact Center Operations

Top AI Agent Assist Platforms for Insurance Call Centers in 2026

Chris Kontes

Which Contact Center AI Platforms Compound ROI Year Over Year - featuring Balto, Cresta, Observe.AI, NICE, and Genesys

Contact Center Operations

Which Contact Center AI Platforms Compound ROI Year Over Year?

Chris Kontes

Best AI Agent Coaching Software for Contact Centers in 2026 - featuring Balto, Cresta, Observe.AI, MaestroQA, and Level AI

Agent Performance & Coaching

Best AI Agent Coaching Software for Contact Centers in 2026

Chris Kontes

Best Real-Time Agent Assist Platforms with the Strongest CCaaS Integrations in 2026 - featuring Balto, Cresta, NICE Enlighten, Genesys Copilot, and Five9 Genius

Contact Center Operations

Best Real-Time Agent Assist Platforms with the Strongest CCaaS Integrations in 2026

Chris Kontes

Top AI Agent Assist Platforms for Appointment-Setting Call Centers in 2026 - featuring Balto, Cresta, Observe.AI, Outreach, and Nooks

Contact Center Operations

Top AI Agent Assist Platforms for Appointment-Setting Call Centers in 2026

Chris Kontes

Top AI Agent Assist Platforms for Banks and Credit Unions in 2026 - featuring Balto, Observe.AI, Cresta, CallMiner, and Verint

Contact Center Operations

Top AI Agent Assist Platforms for Banks and Credit Unions in 2026

Chris Kontes

Best Automated QA Tools for Mid-Market and Enterprise Contact Centers in 2026 - featuring Balto, Observe.AI, Level AI, CallMiner, and Verint

Contact Center Operations

Best Automated QA Tools for Mid-Market and Enterprise Contact Centers in 2026

Chris Kontes

Best Contact Center AI Software for Collections in 2026 - featuring Balto, Observe.AI, Prodigal, Cresta, and CallMiner

Contact Center Operations

Best Contact Center AI Software for Collections in 2026

Chris Kontes

Best AI for Objection Handling on Outbound Sales Calls in 2026 - featuring Balto, Cresta, Gong, Outreach, and Nooks

Sales Enablement

Best AI for Objection Handling on Outbound Sales Calls in 2026

Chris Kontes

Best AI Tools for Managing Call Center Service Levels in 2026 - featuring NICE CXone, Verint, Balto, Cresta, and Cognigy

Contact Center Operations

Best AI Tools for Managing Call Center Service Levels in 2026

Chris Kontes

Which AI Provides the Deepest Contact Center Insights for Executives (2026) - featuring Balto, Observe.AI, Level AI, Cresta, and NICE Enlighten AI Analytics

Contact Center Operations

Which AI Provides the Deepest Contact Center Insights for Executives? (2026 Framework + Platform Analysis)

Chris Kontes

Best AI Platforms for Improving Agent Utilization in Contact Centers (2026) - featuring Balto, Cresta, NICE CXone WFM, Verint, and Level AI

Contact Center Operations

Best AI Platforms for Improving Agent Utilization in Contact Centers (2026)

Chris Kontes

Balto leadership accepting the 2026 Cloud-Based CX Solution of the Year award from CMP at the CCW Excellence Awards in Las Vegas

Product & Company Updates

Balto Wins the 2026 Cloud-Based CX Solution of the Year at the CCW Excellence Awards

Chris Kontes

Best Contact Center AI Automation Software in 2026 — 10 top tools across 4 categories: Conversation Automation, Real-Time Augmentation, Workflow Automation, and CCaaS-Embedded AI

AI & Automation

Best Contact Center AI Automation Software: Top Tools Across 4 Categories (2026)

Chris Kontes

How agent assist AI improves customer support: 6 KPI levers covering AHT compression, FCR lift, ramp acceleration, compliance protection, 100% QA coverage, and closed-loop ROI compounding

AI & Automation

How Agent Assist AI Improves Customer Support: 8 Mechanisms That Move Every KPI

Chris Kontes

Best AI Agent Assist Software for Support Teams in 2026 — featuring Balto, Cresta, Observe.AI, Level AI, and ASAPP

AI & Automation

Best AI Agent Assist Software for Support Teams: The 9 Top Tools by Category (2026)

Chris Kontes

What Is Agent Assist in Call Centers? A Complete Guide

AI & Automation

What Is Agent Assist in Call Centers? A Complete Guide

Chris Kontes

ROI of Investing in Agent Assist Platforms: 5 Categories

Contact Center Operations

ROI of Investing in Agent Assist Platforms: 5 Categories

Chris Kontes

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

Contact Center Operations

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

Chris Kontes

How Voice AI Agents Improve Customer Interactions: 8 Ways

Customer Experience

How Voice AI Agents Improve Customer Interactions: 8 Ways

Chris Kontes

How to Improve Call Center Customer Experience: 8 Tactics

Customer Experience

How to Improve Call Center Customer Experience: 8 Tactics

Chris Kontes

Call Center Agent Coaching: Techniques & Templates

Agent Performance & Coaching

Call Center Agent Coaching: Techniques & Templates

Chris Kontes

How to Improve Call Center Agent Performance (10 Strategies)

Agent Performance & Coaching

How to Improve Call Center Agent Performance (10 Strategies)

Chris Kontes

Best Call Center Software for BPO Companies (2026)

AI & Automation

Best Call Center Software for BPO Companies (2026)

Chris Kontes

Best Call Center Software for Home Improvement (2026)

AI & Automation

Best Call Center Software for Home Improvement (2026)

Chris Kontes

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Product & Company Updates

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Chris Kontes

Best Call Center Software for Banking (2026 Guide)

AI & Automation

Best Call Center Software for Banking (2026 Guide)

Chris Kontes

Automated Agent Performance Tracking: How AI Improves Contact Center Performance

Agent Performance & Coaching

Automated Agent Performance Tracking: How AI Improves Contact Center Performance

Chris Kontes

Top 8 Best Tools for Tracking Agent Performance (2026 Guide)

Agent Performance & Coaching

Top 8 Best Tools for Tracking Agent Performance (2026 Guide)

Chris Kontes

Best Call Center Software for Insurance Companies in 2026

AI & Automation

Best Call Center Software for Insurance Companies in 2026

Chris Kontes

Top 10 Best Call Center Quality Monitoring Tools (2026 Guide)

AI & Automation

Top 10 Best Call Center Quality Monitoring Tools (2026 Guide)

Chris Kontes

Top 10 Best Real-Time Agent Guidance Tools (2026 Guide)

AI & Automation

Top 10 Best Real-Time Agent Guidance Tools (2026 Guide)

Chris Kontes

How to Use AI in B2B Sales: 15 Use Cases & a Practical Implementation Framework

AI & Automation

How to Use AI in B2B Sales: 15 Use Cases & a Practical Implementation Framework

Chris Kontes

Real-Time Monitoring in Call Centers: How it Works & Best Practices

Agent Performance & Coaching

Real-Time Monitoring in Call Centers: How it Works & Best Practices

Chris Kontes

How to Deal with Call Center Burnout (15 Tested Strategies)

Agent Performance & Coaching

How to Deal with Call Center Burnout (15 Tested Strategies)

Chris Kontes

15 Call Center Cost Reduction Strategies for 2026

Contact Center Operations

15 Call Center Cost Reduction Strategies for 2026

Chris Kontes

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Industry-Specific Solutions

Conversational AI in Insurance: 16 Use Cases, Benefits, and Safe Implementation

Chris Kontes

Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

AI & Automation

Top 15 Voice AI Agent Use Cases for Contact Centers in 2026

Chris Kontes

What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

AI & Automation

What Is Human-in-the-Loop Automation? A Practical Guide for Contact Centers

Chris Kontes

Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

AI & Automation

Voicebot vs Conversational IVR: Key Differences, Use Cases, and Risks

Chris Kontes

Chatbot vs Voicebot: Which Is Right for Your Contact Center?

AI & Automation

Chatbot vs Voicebot: Which Is Right for Your Contact Center?

Chris Kontes

Top 9 Voice AI Agent Companies: A Buyer’s Guide for Contact Centers

AI & Automation

Top 9 Voice AI Agent Companies: A Buyer’s Guide for Contact Centers

Chris Kontes

20 Call Center Quality Assurance Metrics: The Complete QA Playbook

Agent Performance & Coaching

20 Call Center Quality Assurance Metrics: The Complete QA Playbook

Chris Kontes

8 Best Contact Center Solutions for Enterprise

Contact Center Operations

8 Best Contact Center Solutions for Enterprise

Chris Kontes

How to Reduce Average Handle Time in a Call Center

Agent Performance & Coaching

How to Reduce Average Handle Time in a Call Center

Chris Kontes

How to Improve Customer Satisfaction in a Call Center

Customer Experience

How to Improve Customer Satisfaction in a Call Center

Chris Kontes

How sentiment analysis improves customer experience: real-time guidance, agent coaching, churn prediction, and proactive service

Customer Experience

How Can Sentiment Analysis be Used to Improve the Customer Experience?

Chris Kontes

How Does Reducing Repeat Calls Improve the Customer Experience?

Customer Experience

How Does Reducing Repeat Calls Improve the Customer Experience?

Chris Kontes

What Is CSAT in Customer Service? Definition, Formula & Benchmarks

Customer Experience

What Is CSAT in Customer Service? Definition, Formula & Benchmarks

Chris Kontes

How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

AI & Automation

How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

Chris Kontes

Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking

Agent Performance & Coaching

Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking

Chris Kontes

The contact center roadmap for digital transformation asks you to: 1) Assess current state and set goals; 2) Build a business case and secure buy-in; 3) Prioritize quick wins and foundational technologies; 4) Implement in phases with agile iterations; 5) Empower and train your agents; and, 6) Monitor, measure, and optimize next steps.

Contact Center Operations

Call Center Workforce Optimization: Strategies, Tools & Best Practices for 2025

Chris Kontes

Did You Know Balto Supports Omnichannel?

Product & Company Updates

Did You Know Balto Supports Omnichannel?

Chris Kontes

RPA Use Cases in Customer Service: How Automation Transforms CX

AI & Automation

RPA Use Cases in Customer Service: How Automation Transforms CX

Chris Kontes

Benefits of omnichannel customer service include: faster, more efficient resolutions; higher customer satisfaction and loyalty; personalized experiences at scale; increased agent productivity; and actionable business insights

Customer Experience

What Is Omnichannel Customer Engagement? A Complete Guide for Contact Centers

Chris Kontes

Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX

AI & Automation

Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX

Chris Kontes

MOS score for VoIP: definition, calculation formula, benchmarks, and how to improve call quality in cloud-based call centers

Agent Performance & Coaching

MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality

Chris Kontes

Customer conversation analytics: how AI extracts insights from contact center interactions to drive performance, QA, and CX improvements

Contact Center Operations

Customer Conversation Analytics: Definition, Benefits, and Use Cases

Chris Kontes

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Customer Experience

12 First Call Resolution Best Practices: Complete Guide for Contact Centers

Chris Kontes

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Product & Company Updates

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Chris Kontes

Example of customer sentiment analysis detecting mixed emotions in a post-call survey.

Industry-Specific Solutions

11 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls

Chris Kontes

To measure ROI effectively, make sure to establish a baseline; use a balanced metric mix; connect metrics to business value; track both short- and long-term impact; leverage dashboards and automation; and revisit your ROI framework regularly.

Customer Experience

Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools

Chris Kontes

Automatic speech recognition (ASR) meaning: how voice-to-text technology works, applications, and use cases in contact centers

AI & Automation

Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases

Chris Kontes

Call center quality monitoring scorecard: structure, scoring criteria, and how to build one that drives agent improvement

Agent Performance & Coaching

Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices

Chris Kontes

Customer sentiment analysis meaning: definition, how it works, key techniques, and use cases for contact centers

AI & Automation

Customer Sentiment Analysis Meaning, Examples, & Benefits

Chris Kontes

How to measure the ROI of customer service: formulas, key metrics, and best practices for proving the business impact

Contact Center Operations

The 6 Best Ways to Measure the ROI of Customer Service

Chris Kontes

Customer Experience

The Key Difference Between Brand and Customer Experience in Your Contact Center

Chris Kontes

The best contact center quality assurance software is tailored for your team’s unique needs. Balto, Zoho Desk, Qualtrics, LiveAgent, and Convin.ai all boast different strengths and key features.

Customer Experience

Best Call Center Gamification Software in 2025: Top Tools, Features & Buyer’s Guide

Chris Kontes

This image lists the key features and benefits of using speech analytics tools and solutions in your contact center.

Customer Experience

Benefits of Speech Analytics: How to Turn Every Call Into Actionable Insights

Chris Kontes

Balto’s Multilingual Conversation AI Is Now Live in 20+ Languages

Contact Center Operations

Balto’s Multilingual Conversation AI Is Now Live in 20+ Languages

Delilah Twersky

CSAT vs NPS vs CES: the three core customer experience metrics, when to use each, and how to interpret them

Contact Center Operations

CSAT vs NPS vs CES: How to Choose the Right CX Metric for Your Contact Center

Chris Kontes

Call deflection rate: how to measure, benchmark, and improve self-service deflection in contact centers

Agent Performance & Coaching

Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It

Chris Kontes

How AI is transforming contact centers

Industry Trends

Digital Transformation in Contact Centers: A Complete Guide

Chris Kontes

What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers

Customer Experience

What is Contact Center Experience? Metrics, Tools, & Best Practices to Serve Your Customers

Chris Kontes

The Complete Guide to PCI Compliance for Call Centers in 2025

Agent Performance & Coaching

The Complete Guide to PCI Compliance for Call Centers in 2025

Chris Kontes

Best call center software solutions: top tools for AI agents, real-time guidance, QA automation, and customer experience

Industry-Specific Solutions

The 9 Best Call Center Software Solutions in 2025

Chris Kontes

Top contact center automation trends: AI-powered agent assist, automated QA, omnichannel routing, and conversational analytics

Industry Trends

11 Call Center Automation Trends That Will Shape 2025

Chris Kontes

This image shows 10 technology and AI trends impacting contact center automation in 2025, including: AI-powered agent assistance; intelligent call routing; voice analytics; self-service automation; automated QA and compliance; Robotic Process Automation (RPA); omnichannel workflows; coaching and training; cloud-based solutions; and security and privacy.

Industry Trends

The Top 10 Contact Center Technology Trends That Will Define 2025

Chris Kontes

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Customer Experience

What Is Abandonment Rate in a Call Center? A Complete Guide

Chris Kontes

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Agent Performance & Coaching

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Chris Kontes

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Agent Performance & Coaching

How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

Chris Kontes

What Does After-Call Work (ACW) Mean in a Call Center?

Agent Performance & Coaching

What Does After-Call Work (ACW) Mean in a Call Center?

Chris Kontes

Agent utilization formula in a call center: Agent Utilization = (Total Handle Time + After-Call Work Time) ÷ Total Logged-In Time

Agent Performance & Coaching

How to Calculate and Improve Service Level in Your Call Center

Chris Kontes

AI & Automation

Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)

Chris Kontes

The formula for Customer Effort Score (CES) calculation is shown as Customer Effort Score = Sum of all Customer Effort Scores divided by Total Number of Responses.

Agent Performance & Coaching

Average Handle Time Formula: How to Calculate and Improve AHT

Chris Kontes

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Agent Performance & Coaching

Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right

Chris Kontes

What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

Contact Center Operations

Contact Center vs Call Center: What’s the Difference?

Chris Kontes

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

Product & Company Updates

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

Chris Kontes

What is a good Customer Effort Score (CES): how to measure CES, industry benchmarks, formulas, and improvement tips

Customer Experience

What is a Good Customer Effort Score (CES)? An In-Depth Guide

Chris Kontes

8 strategies to improve call center customer experience: define better CX, make empathy systematic, eliminate context loss, standardize personalize, measure every call, close QA-coaching loop, reduce tool friction, use real-time guidance

Customer Experience

Proven Techniques to Improve Call Center Customer Service

Chris Kontes

The contact center roadmap for digital transformation asks you to: 1) Assess current state and set goals; 2) Build a business case and secure buy-in; 3) Prioritize quick wins and foundational technologies; 4) Implement in phases with agile iterations; 5) Empower and train your agents; and, 6) Monitor, measure, and optimize next steps.

AI & Automation

How Artificial Intelligence is Transforming Contact Centers

Chris Kontes

Why Sampling 200 Calls Still Delivers Big Results

Why Sampling 200 Calls Still Delivers Big Results

Chris Kontes

AI-Powered Speech Analytics – Do Technical Details Matter?

AI & Automation

AI-Powered Speech Analytics – Do Technical Details Matter?

Chris Kontes

Is Your Contact Center Ready for AI? Here’s How to Find Out

AI & Automation

Is Your Contact Center Ready for AI? Here’s How to Find Out

Balto

Call Center Insights in 2025: Enhance the Customer Experience

Contact Center Operations

Call Center Insights in 2025: Enhance the Customer Experience

Maria Edington

Call Center Automation: Definition, Trends, Benefits, & Use Cases

AI & Automation

Call Center Automation: Definition, Trends, Benefits, & Use Cases

Maria Edington

Examples of AI in Everyday Life: The Unforeseen Impact on Society

AI & Automation

Examples of AI in Everyday Life: The Unforeseen Impact on Society

Maria Edington

The AI Partner You Choose Today Will Define Your Success Tomorrow

AI & Automation

The AI Partner You Choose Today Will Define Your Success Tomorrow

Balto

Call center coaching best practices: 8 strategies to improve agent performance, boost KPIs, and scale with real-time tools

Agent Performance & Coaching

Call Center Coaching: 8 Top Tips and Best Practices

Maria Edington

Top Call Center Agent Performance Metrics You Must Track

Contact Center Operations

Top Call Center Agent Performance Metrics You Must Track

Maria Edington

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Contact Center Operations

10 Contact Center Management Tips: Best Practices, Metrics, & Roles That Drive Success

Maria Edington

Contact Center Workforce Management: 2025 Guide

Contact Center Operations

Contact Center Workforce Management: 2025 Guide

Maria Edington

Call center quality assurance best practices: 7 strategies, key metrics, and AI-powered tools for consistent service

Agent Performance & Coaching

Call Center Quality Assurance: 7 Best Practices for Success

Maria Edington

Call center data analytics use cases: customer behavior insights, agent performance trends, churn prediction, and operational efficiency

Contact Center Operations

From Data to Action: Essential Call Center Analytics Use Cases for 2025

Chris Kontes

Balto's Real-Time Speech Recognition: Cutting-Edge Technology, Real Results

AI & Automation

Balto's Real-Time Speech Recognition: Cutting-Edge Technology, Real Results

Balto

The Coming Wave of Fully Capable AI Virtual Agents – Are You Ready?

AI & Automation

The Coming Wave of Fully Capable AI Virtual Agents – Are You Ready?

Balto

A call center manager shares coaching best practices and examples with an agent sitting in a row of agents.

Contact Center Operations

The 5 Best Contact Center Quality Assurance Software Solutions for 2025

Chris Kontes

2025 Open Enrollment Landscape: Predictions for Medicare Sales

Industry-Specific Solutions

2025 Open Enrollment Landscape: Predictions for Medicare Sales

Balto

What Is Call Center Monitoring: Benefits, Best Practices & Tools

Contact Center Operations

What Is Call Center Monitoring: Benefits, Best Practices & Tools

Maria Edington

Mastering Call Center Productivity: A Complete 2025 Guide

Contact Center Operations

Mastering Call Center Productivity: A Complete 2025 Guide

Maria Edington

Contact Center Trends: What to Expect from AI in 2025

AI & Automation

Contact Center Trends: What to Expect from AI in 2025

Balto

AI-Driven Excellence in Call Center Quality Management

AI & Automation

AI-Driven Excellence in Call Center Quality Management

Maria Edington

Conversational AI: Everything You Need to Know for Your Contact Center

AI & Automation

Conversational AI: Everything You Need to Know for Your Contact Center

Balto

How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table

AI & Automation

How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table

Balto

Contact Centers: The Perfect Place to Introduce AI to a Company?

AI & Automation

Contact Centers: The Perfect Place to Introduce AI to a Company?

Balto

How AI is Powering, Not (Completely) Replacing, Contact Center Agents

AI & Automation

How AI is Powering, Not (Completely) Replacing, Contact Center Agents

Balto

Six Expert Insights: How AI Will Shape the Future of Home Services

AI & Automation

Six Expert Insights: How AI Will Shape the Future of Home Services

Balto

Agents or AI? Why the future of contact centers needs both to thrive

AI & Automation

Agents or AI? Why the future of contact centers needs both to thrive

Balto

Call Center Scripting Software: AI for Dynamic Customer Service

AI & Automation

Call Center Scripting Software: AI for Dynamic Customer Service

Maria Edington

2025 Predictions: AI Voice Bots are the New Normal

AI & Automation

2025 Predictions: AI Voice Bots are the New Normal

Balto

Redefining Customer Interactions with Real-Time Agent Assist

AI & Automation

Redefining Customer Interactions with Real-Time Agent Assist

Maria Edington

Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them

Contact Center Operations

Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them

Balto

5 Coaching Tips for Effective Sales Calls

Sales Enablement

5 Coaching Tips for Effective Sales Calls

Balto

Balto Logs 300 Million Conversations Guided in Real-Time

Product & Company Updates

Balto Logs 300 Million Conversations Guided in Real-Time

Balto

Call Center AI: The Key to Enhanced Customer Interactions

AI & Automation

Call Center AI: The Key to Enhanced Customer Interactions

Maria Edington

Health Insurance Sales Compliance in the Contact Center Guide

Sales Enablement

Health Insurance Sales Compliance in the Contact Center Guide

Maria Edington

Balto Named 2024 CRM Top 100 Company for Customer Service

Product & Company Updates

Balto Named 2024 CRM Top 100 Company for Customer Service

Balto

Data to Deals: AI Insights for Health Insurance Sales Excellence

Industry-Specific Solutions

Data to Deals: AI Insights for Health Insurance Sales Excellence

Maria Edington

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

Product & Company Updates

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

Balto

10 Real and Practical Ways Contact Center Leaders Use Generative AI

AI & Automation

10 Real and Practical Ways Contact Center Leaders Use Generative AI

Balto

Replacing Customer Service Surveys with Sentiment Analysis

Customer Experience

Replacing Customer Service Surveys with Sentiment Analysis

Maria Edington

3 Ways Leaders Are Using Generative AI to Transform Their Contact Center

AI & Automation

3 Ways Leaders Are Using Generative AI to Transform Their Contact Center

Balto

Three Tips to Transform Your Contact Center into a Customer Acquisition Machine

Sales Enablement

Three Tips to Transform Your Contact Center into a Customer Acquisition Machine

Balto

Redefining the Future of Enterprise Contact Center Solutions

Industry Trends

Redefining the Future of Enterprise Contact Center Solutions

Maria Edington

Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales

Sales Enablement

Unlocking the Power of Ideal Customer Profiles (ICPs) in Sales

Maria Edington

Customer Experience in Financial Services: A Comprehensive Guide

Industry-Specific Solutions

Customer Experience in Financial Services: A Comprehensive Guide

Maria Edington

The Future of Sales: An In-Depth Look at Revenue Intelligence

Sales Enablement

The Future of Sales: An In-Depth Look at Revenue Intelligence

Maria Edington

Maximizing Deals: How Sales Call Recording Boosts Revenue

Sales Enablement

Maximizing Deals: How Sales Call Recording Boosts Revenue

Maria Edington

Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI

AI & Automation

Balto’s Real-Time Notetaker Summarizes One Million Calls With Groundbreaking Generative AI

Balto

What is Call Center Compliance and Why You Can’t Ignore It

Contact Center Operations

What is Call Center Compliance and Why You Can’t Ignore It

Balto

Five Considerations Before Implementing Contact Center AI Solutions

AI & Automation

Five Considerations Before Implementing Contact Center AI Solutions

Balto

How to Use Conversation Analytics for Better Customer Insights

Customer Experience

How to Use Conversation Analytics for Better Customer Insights

Balto

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Product & Company Updates

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Balto

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case

Product & Company Updates

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case

Balto

How to Prepare Your Contact Center for Widespread Adoption of AI and Automation

AI & Automation

How to Prepare Your Contact Center for Widespread Adoption of AI and Automation

Balto

How to Engage and Motivate Contact Center Agents

Agent Performance & Coaching

How to Engage and Motivate Contact Center Agents

Balto

Balto Hits Milestone of 200 Million Conversations Guided in Real-Time

Product & Company Updates

Balto Hits Milestone of 200 Million Conversations Guided in Real-Time

Balto

Doing More With Less is Actually a Good Thing for Your Contact Center

Contact Center Operations

Doing More With Less is Actually a Good Thing for Your Contact Center

Balto

What is Automated Quality Management (AQM) for Contact Centers?

Contact Center Operations

What is Automated Quality Management (AQM) for Contact Centers?

Balto

What Is Contact Center AI?

AI & Automation

What Is Contact Center AI?

Maria Edington

Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker

AI & Automation

Automating After-Call Work: How to Increase Agent Efficiency with Real-Time Notetaker

Balto

Why Are Agents Who Use Balto 10% Happier at Work?

Agent Performance & Coaching

Why Are Agents Who Use Balto 10% Happier at Work?

Balto

Simplifying the Contact Center Agent Experience Starts with Observation

Agent Performance & Coaching

Simplifying the Contact Center Agent Experience Starts with Observation

Balto

Why 61% of Successful Agents Use Call Coaching Software

Agent Performance & Coaching

Why 61% of Successful Agents Use Call Coaching Software

Balto

Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations

Product & Company Updates

Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations

Balto

How to Improve Call Center Productivity

How to Improve Call Center Productivity

Maria Edington

Best Call Center Software for Healthcare

Industry-Specific Solutions

Best Call Center Software for Healthcare

Maria Edington

Advanced Call Center Technology | Trends and Features You Should Know

Industry Trends

Advanced Call Center Technology | Trends and Features You Should Know

Maria Edington

1-on-1 Onboarding Tips for Your Contact Center

Agent Performance & Coaching

1-on-1 Onboarding Tips for Your Contact Center

Maria Edington

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

Industry Trends

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

Maria Edington

What Is Conversation Intelligence Software?

AI & Automation

What Is Conversation Intelligence Software?

Maria Edington

The CMS Compliance Crackdown is Coming. Here’s How to Prepare

Contact Center Operations

The CMS Compliance Crackdown is Coming. Here’s How to Prepare

Maria Edington

Balto Releases Q3 '22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case

Product & Company Updates

Balto Releases Q3 '22 Edition of Real-Time Index, Highlighting 150M+ Call Trends by Industry and Use Case

Maria Edington

5 Ways to Capture Tenured Agents' Knowledge for Improved Contact Center Performance

Agent Performance & Coaching

5 Ways to Capture Tenured Agents' Knowledge for Improved Contact Center Performance

Maria Edington

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Industry-Specific Solutions

Tips to Identify and Mitigate Insurance Fraud in the Contact Center

Maria Edington

Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence

Product & Company Updates

Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence

Maria Edington

Why Spanish is Today's Largest Growth Opportunity for Contact Centers

Industry-Specific Solutions

Why Spanish is Today's Largest Growth Opportunity for Contact Centers

Maria Edington

Keeping Your Experienced and Top-Performing Agents Engaged

Agent Performance & Coaching

Keeping Your Experienced and Top-Performing Agents Engaged

Maria Edington

How to Achieve Personalization in Banking Contact Centers

Industry-Specific Solutions

How to Achieve Personalization in Banking Contact Centers

Maria Edington

Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance

Product & Company Updates

Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience, Unleashing Agent Performance

Maria Edington

The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers

Contact Center Operations

The Magic of a Single Pane of Glass in Today’s Most Successful Contact Centers

Maria Edington

How Conversational AI Is Transforming the Agent Experience in Contact Centers

AI & Automation

How Conversational AI Is Transforming the Agent Experience in Contact Centers

Maria Edington

Is the Contact Center Supervisor Position Flawed?

Contact Center Operations

Is the Contact Center Supervisor Position Flawed?

Maria Edington

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management

Product & Company Updates

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management

Maria Edington

Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States

Product & Company Updates

Balto Selected for Fast Company’s Fourth Annual List of the Best Workplaces for Innovators in the United States

Maria Edington

Will AI Replace Contact Center Agents?

AI & Automation

Will AI Replace Contact Center Agents?

Maria Edington

Why Active Listening Is an Essential Soft Skill in the Contact Center

Agent Performance & Coaching

Why Active Listening Is an Essential Soft Skill in the Contact Center

Maria Edington

4 Time-Tested Strategies to Overcome the "I'm Busy" Objection

Sales Enablement

4 Time-Tested Strategies to Overcome the "I'm Busy" Objection

Maria Edington

Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers

Product & Company Updates

Balto’s New Real-Time Index Collates Call Trends and Analysis Into One-of-A-Kind Insights for Contact Centers

Maria Edington

Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center

Product & Company Updates

Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center

Maria Edington

Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts

Product & Company Updates

Converged: Why We Partnered with Balto, the AI-Powered Contact Center Coaching Experts

Maria Edington

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

Product & Company Updates

Balto CEO Marc Bernstein Wins CCW Next Generation Leaders Award

Maria Edington

KPI Series: How to Measure Manager Productivity

Contact Center Operations

KPI Series: How to Measure Manager Productivity

Maria Edington

The Role of Voice in an Omnichannel World

Customer Experience

The Role of Voice in an Omnichannel World

Maria Edington

Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

AI & Automation

Tech Talk: Balto’s Real-Time Redaction Keeps Personal Information Safe

Maria Edington

Agent Assist vs. Real-Time Guidance: What's the Difference?

Agent Assist vs. Real-Time Guidance: What's the Difference?

Maria Edington

How an Evolving Contact Center Has Transformed the Agent Experience

Agent Performance & Coaching

How an Evolving Contact Center Has Transformed the Agent Experience

Maria Edington

KPI Series: Reducing Manager Requests and Escalations

Contact Center Operations

KPI Series: Reducing Manager Requests and Escalations

Maria Edington

Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

AI & Automation

Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

Maria Edington

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

Sales Enablement

Arm Yourself with Knowledge: Sales Tips from Tim Claudin

Maria Edington

Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry

Product & Company Updates

Balto Real-Time Guidance Now Available as Premium App on Genesys AppFoundry

Maria Edington

Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research

Product & Company Updates

Balto Named Hot Vendor by Leading Analyst Firm, Aragon Research

Maria Edington

Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

Maria Edington

Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity

Product & Company Updates

Balto Wins Talkdesk Digital Showdown Competition, Awarded $10K for Charity

Maria Edington

KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

Maria Edington

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

AI & Automation

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

Maria Edington

Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt

Sales Enablement

Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt

Maria Edington

Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition

Product & Company Updates

Balto Sponsors University of Nebraska-Lincoln Annual Sales Pitch Competition

Maria Edington

KPI Series: Measuring and Improving QA Scores in Contact Centers

Contact Center Operations

KPI Series: Measuring and Improving QA Scores in Contact Centers

Maria Edington

Call Center Training: A Guide for Success

Agent Performance & Coaching

Call Center Training: A Guide for Success

Maria Edington

A 10-Step Action Plan for Combating Contact Center Attrition

Agent Performance & Coaching

A 10-Step Action Plan for Combating Contact Center Attrition

Maria Edington

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

Sales Enablement

Industry Intelligence Playbook Insights: How to Set Appointments That Stick

Maria Edington

KPI Series: The Importance of Conversion Rates and How to Improve Them

Contact Center Operations

KPI Series: The Importance of Conversion Rates and How to Improve Them

Maria Edington

3 Ways to Eliminate Agent Mistakes on Calls

Agent Performance & Coaching

3 Ways to Eliminate Agent Mistakes on Calls

Maria Edington

KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores

Contact Center Operations

KPI Series: How to Measure CSAT and How to Improve Your CSAT Scores

Maria Edington

KPI Series: Reducing Contact Center Agent Ramp Time

Contact Center Operations

KPI Series: Reducing Contact Center Agent Ramp Time

Maria Edington

KPI Series: How to Reduce Your Call Center Average Handle Time

Contact Center Operations

KPI Series: How to Reduce Your Call Center Average Handle Time

Maria Edington

Enhancing Human Communication with AI: How It's Done and Why It Matters

AI & Automation

Enhancing Human Communication with AI: How It's Done and Why It Matters

Maria Edington

6 Things All Successful Sales Calls Have in Common

Sales Enablement

6 Things All Successful Sales Calls Have in Common

Maria Edington

How to Ensure Top-Performing Agents Are Recognized

Agent Performance & Coaching

How to Ensure Top-Performing Agents Are Recognized

Maria Edington

One and Done: How to Effectively Coach Agents the First Time

Agent Performance & Coaching

One and Done: How to Effectively Coach Agents the First Time

Maria Edington

Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers

Product & Company Updates

Balto Leads the Contact Center Market in Real-Time Guidance with 150+ Customers

Maria Edington

3 Crucial Soft Skills for Contact Center Coaching and Leadership

Agent Performance & Coaching

3 Crucial Soft Skills for Contact Center Coaching and Leadership

Maria Edington

Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence

Agent Performance & Coaching

Why Contact Centers Must Create a Company Culture That Nurtures Agent Independence

Maria Edington

Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery

Product & Company Updates

Balto Gives Users Access to Powerful Real-Time Guidance Platform, Announces Availability in RingCentral App Gallery

Maria Edington

The Top 9 KPIs High-Performing Contact Centers Measure

Contact Center Operations

The Top 9 KPIs High-Performing Contact Centers Measure

Maria Edington

How Contact Center Demographics Can (and Should) Influence Leadership Tactics

Industry Trends

How Contact Center Demographics Can (and Should) Influence Leadership Tactics

Maria Edington

Contact Center Employee Retention – 3 Solutions That Actually Work

Agent Performance & Coaching

Contact Center Employee Retention – 3 Solutions That Actually Work

Maria Edington

5 Negotiation Tips to Improve CSAT in Collections

Sales Enablement

5 Negotiation Tips to Improve CSAT in Collections

Maria Edington

Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List

Product & Company Updates

Balto CEO Marc Bernstein Named to 2022 St. Louis Titan 100 List

Maria Edington

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

Customer Experience

4 Ways Contact Centers Can Reverse Notoriously Poor Customer Experiences

Maria Edington

Balto Recognized As 2022 Best Place to Work By Purpose Jobs

Product & Company Updates

Balto Recognized As 2022 Best Place to Work By Purpose Jobs

Maria Edington

With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert

Product & Company Updates

With Balto Academy, Balto Makes it Easier Than Ever to Be a Real-Time Expert

Maria Edington

Balto Invests in Contact Center Research With The Conversation Excellence Lab

Product & Company Updates

Balto Invests in Contact Center Research With The Conversation Excellence Lab

Maria Edington

Balto Becomes First to Guide 100 Million Conversations in Real-Time

AI & Automation

Balto Becomes First to Guide 100 Million Conversations in Real-Time

Maria Edington

The 7 Step Process to Sell More Insurance

Sales Enablement

The 7 Step Process to Sell More Insurance

Maria Edington

Zing Health-Balto Partnership Gets Medicare Questions Answered

Industry-Specific Solutions

Zing Health-Balto Partnership Gets Medicare Questions Answered

Maria Edington

Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding

Product & Company Updates

Championing the Bold: Arch Grants Company Balto Raises $37.5 Million in Series B Funding

Maria Edington

Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers

Product & Company Updates

Balto Raises $37.5M; Pushes to Close Execution Gap for Contact Centers

Maria Edington

Tips for Building Rapport With Any Customer

Agent Performance & Coaching

Tips for Building Rapport With Any Customer

Maria Edington

Balto Announces End to QA & Coaching as We Know It

Product & Company Updates

Balto Announces End to QA & Coaching as We Know It

Maria Edington

How To Identify and Overcome Unconscious Bias in Customer Service

Customer Experience

How To Identify and Overcome Unconscious Bias in Customer Service

Maria Edington

Is AI Replacing Human Jobs in Customer Service?

AI & Automation

Is AI Replacing Human Jobs in Customer Service?

Maria Edington

Business Guide To Scaling Sales With Tech Solutions

Sales Enablement

Business Guide To Scaling Sales With Tech Solutions

Maria Edington

Natural Language Processing: How Machines Are Getting Better at Human Language

AI & Automation

Natural Language Processing: How Machines Are Getting Better at Human Language

Maria Edington

Balto Named a Gartner Cool Vendor in CRM Customer Service and Support

Product & Company Updates

Balto Named a Gartner Cool Vendor in CRM Customer Service and Support

Maria Edington

How Three Sales Teams Leveled Up With Real-Time Guidance

Sales Enablement

How Three Sales Teams Leveled Up With Real-Time Guidance

Maria Edington

The 30% Myth: A Hot Take on Close Rates

Sales Enablement

The 30% Myth: A Hot Take on Close Rates

Maria Edington

Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes

Sales Enablement

Why Sales Leaders Shouldn’t Be Worried About The Biggest Mistakes

Maria Edington

Why Your Insurance Agents Don’t Sell As Much As They Could

Sales Enablement

Why Your Insurance Agents Don’t Sell As Much As They Could

Maria Edington

5 Reasons Why Your Sales Force Should Always Be Closing

Sales Enablement

5 Reasons Why Your Sales Force Should Always Be Closing

Maria Edington

How To Empathize With Customers Over the Phone

Agent Performance & Coaching

How To Empathize With Customers Over the Phone

Maria Edington

First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center

Contact Center Operations

First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center

Maria Edington

The Newest Call Center Technologies and Future Trends

Industry Trends

The Newest Call Center Technologies and Future Trends

Maria Edington

Using Speech Analytics for Call Coaching in Real-Time

AI & Automation

Using Speech Analytics for Call Coaching in Real-Time

Maria Edington

Conversation Intelligence Leader Balto Secures $10 Million Series A Funding

Product & Company Updates

Conversation Intelligence Leader Balto Secures $10 Million Series A Funding

Maria Edington

Ensure Compliance with Call Quality Parameters

Ensure Compliance with Call Quality Parameters

Maria Edington

Best Practices for De-Escalating a Call

Agent Performance & Coaching

Best Practices for De-Escalating a Call

Maria Edington

How to Create Urgency in Sales – 5 Killer Strategies

Sales Enablement

How to Create Urgency in Sales – 5 Killer Strategies

Maria Edington

13 Phone Selling Techniques and Tips to Rapidly Improve Sales Calls

Sales Enablement

13 Phone Selling Techniques and Tips to Rapidly Improve Sales Calls

Maria Edington

Boost Revenue with Balto's Call Software for Call Centers

Boost Revenue with Balto's Call Software for Call Centers

Maria Edington

Coaching Call Center Agents: Best Practices

Coaching Call Center Agents: Best Practices

Maria Edington

Create An Effective Call Quality Monitoring Checklists

Contact Center Operations

Create An Effective Call Quality Monitoring Checklists

Maria Edington

Is It Time to Update Your Call Quality Monitoring Parameters?

Contact Center Operations

Is It Time to Update Your Call Quality Monitoring Parameters?

Maria Edington

Balto Perfects Call Quality Monitoring Solution

Contact Center Operations

Balto Perfects Call Quality Monitoring Solution

Maria Edington

Sales Tips and Tricks: Overcome Sales Objections with AIOA

Sales Enablement

Sales Tips and Tricks: Overcome Sales Objections with AIOA

Maria Edington

Sales Tips and Tricks: Value Confirmation Questions

Sales Enablement

Sales Tips and Tricks: Value Confirmation Questions

Maria Edington

What is Real-Time Speech Analytics?

What is Real-Time Speech Analytics?

Maria Edington

What is Real-Time Speech Analytics For Collections?

AI & Automation

What is Real-Time Speech Analytics For Collections?

Maria Edington

Soft Selling in Hard World – Using Effective Probing Questions to Improve Sales Conversations

Sales Enablement

Soft Selling in Hard World – Using Effective Probing Questions to Improve Sales Conversations

Maria Edington

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