Balto

OCTOBER 25, 2022

Louis, MO — Balto, a leader in uniting contact center agents with AI for better conversations, has released a new update to the Balto Real-Time Index , a tool that collates trends, insights, and in-depth analysis for contact centers. We’re just starting to tap into it,” said Lior Torenberg, Head of the Conversation Excellence Lab.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

Balto

JULY 26, 2022

Index data is extrapolated by Balto’s in-house Research Team, the Conversation Excellence Lab, using a robust methodology and statistical rigor to ensure accuracy. “Balto has a goldmine of conversation data that we’re opening up to the entire contact center industry. About the Conversation Excellence Lab.

Contact Center 52

Contact Center Real estate Healthcare Scripts 52

Balto

FEBRUARY 20, 2023

The Conversation Excellence Lab surveyed over 600 agents to see what they thought of call coaching software today versus what they thought of it when they first started in their roles. In that report, tenured agents ranked boredom as their leading cause of mistakes.

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Balto

MARCH 6, 2023

We sat down with Mike to talk about how his work relates to building trust between customers and contact center agents, how to overcome distrust in conversations, and the power of asking good questions. Subscribe to future Conversation Excellence Lab reports below: Q: Was there ever a time when you had to work in sales or customer service?

Scripts 52

Scripts Sales Contact Center Customer Service 52

JustCall

MAY 23, 2023

JustCall has built a powerful new AI-powered conversational intelligence platform that will change the way you map customer journeys and set your customer-facing agents up for success. The teams behind JustCall, Call Page, Helpwise, and SaaS Labs will be unveiling the new product at CCW Vegas.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

JustCall

AUGUST 22, 2023

22, 2023 — JustCall , a flagship offering from SaaS Labs, proudly announced its inclusion in the prestigious Inc. 5000 list is a testament to JustCall’s commitment to innovation and excellence. Recent advancements from JustCall encompass: SMS Automation AI-driven Conversational Intelligence Sentiment Analysis AI Scoring

SaaS 52

SaaS CRM Enterprise Sales 52

Balto

NOVEMBER 14, 2022

We sat down with her to talk about how some of the basic tenets of conversations — humor, small talk, and asking questions — impact customer interactions, and different ways that soft skills can be used incorrectly. The science of conversation is still nascent, and we have so much left to learn. When can it go wrong?

Scripts 52

Scripts Sales Self service Feedback 52

CCNG

MARCH 30, 2022

The agent wants to connect with their supervisor and have a conversation. This type of remote conversation can be equated to meeting someone in the hallway in the brick-and-mortar environment and stopping to have a conversation. Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Balto

MARCH 13, 2023

A recent survey from Balto’s Conversation Excellence Lab examined how agents are building successful careers in contact centers. Balto’s Real-Time Guidance platform enables agents to confidently navigate every conversation. Here’s the breakdown of the responses: Do you use Balto?

Coaching 52

Coaching Gamification Contact Center Surveys 52

Balto

MAY 31, 2022

The Conversation Excellence Lab surveyed 567 in-person, remote, and hybrid agents to learn the answers to the questions above. Subscribe to future Conversation Excellence Lab reports below: Remote and Hybrid Agents Stick to Their Scripts. Subscribe to Conversation Excellence Lab reports here.

Scripts 52

Scripts Personalization Contact Center Morale 52

Balto

MAY 10, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, was recently honored as featured product sponsor and judge for the University of Nebraska-Lincoln’s 2022 Center for Sales Excellence (CSE) Team Role-Play Competition on Friday, April 15. About the Center for Sales Excellence. Founded in 2017 and based in St.

Sales 52

Sales Contact Center SaaS Coaching 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

SEPTEMBER 28, 2023

Rather than traditional keyword searches, users can now ask questions and extract precise answers in a straightforward, conversational interface. Conversations are saved in application databases ( Amazon Dynamo DB ) to support multi-round conversations.​ Based on this, we selected Claude-2 as best suited for this use case.

Enterprise 96

Enterprise Real estate Chatbots Construction 96

Beyond Philosophy

JULY 11, 2019

At the one-week mark, researchers then asked the participants to come back into a different lab for what was ostensibly a separate study. A pharmacist would be standing in the scene wearing a white lab coat. Hear the rest of the conversation on The Vital Art Of Creating Memorable Messaging on The Intuitive Customer Podcast.

Consulting 297

Consulting Consulting Benchmark Advertising 297

AWS Machine Learning

JUNE 20, 2023

Inferentia and Trainium are AWS’s recent addition to its portfolio of purpose-built accelerators specifically designed by Amazon’s Annapurna Labs for ML inference and training workloads. Technical Product Manager at AWS Annapurna Labs. Kamran Khan is a Sr. Kamran has 18 years of experience in the semiconductor industry.

Benchmark 76

Benchmark Engineering Banking Chatbots 76

Balto

AUGUST 5, 2022

Louis, MO, August 4, 2022 — Balto, the leader in uniting contact center agents with AI for better conversations, today announced its inclusion in the Fast Company fourth annual Best Workplaces for Innovators list, honoring organizations and businesses that demonstrate a steadfast commitment to encouraging innovation at all levels. .”

Engineering 52

Engineering B2B Contact Center Education 52

Balto

JULY 7, 2022

Subscribe to future Conversation Excellence Lab reports below: Why Agents Make Mistakes. Subscribe to future Conversation Excellence Lab reports. The key differentiators here are intent and experience. Both allow coachable moments and opportunities for positive reinforcement along the agent lifecycle.

Scripts 52

Scripts Coaching Surveys Construction 52

Balto

SEPTEMBER 6, 2022

Subscribe to future Conversation Excellence Lab reports below: People Aren’t Going Anywhere…. Subscribe to the Conversation Excellence Lab newsletter to receive new reports directly in your inbox. But Channels Will Change. 2021, December 13). What Does the Contact Center of 2030 Look Like?

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Subscribe to future Conversation Excellence Lab reports below: The Biggest Contact Centers Have 11% Less Effective Call Scripts. The Decision Lab.

Scripts 52

Scripts Contact Center Morale Best practices 52

Balto

SEPTEMBER 16, 2022

Subscribe to future Conversation Excellence Lab reports below: Executive Value Perception and Agent Attrition. Subscribe to the Conversation Excellence Lab newsletter to receive new reports directly in your inbox. There is a multitude of factors both small and large that play a role in preventing attrition.

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

Balto

NOVEMBER 28, 2022

The Conversation Excellence Lab analyzed data derived from our 160 million calls to understand how economic trends and cost objections are making their ways into agents’ phone conversations with consumers in a variety of industries. B2B Technology.

Contact Center 52

Contact Center B2B B2C outsourcing 52

Balto

AUGUST 10, 2022

The Conversation Excellence Lab surveyed over 360 contact center executives about their budgeting plans. Subscribe to the Conversation Excellence Lab newsletter to receive new reports directly in your inbox. Anything other than self-service support for customers ends up being a drain on company resources.

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

Balto

JUNE 23, 2022

Subscribe to future Conversation Excellence Lab reports. Contact center managers should first and foremost ensure that their scripts are natural-sounding, helpful, and relevant to the conversations at hand. Subscribe to the Conversation Excellence Lab newsletter to receive new reports directly in your inbox.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

MARCH 27, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. This invariably affects your customer experience, conversion rates, and customer retention rates in turn.

Contact Center 52

Contact Center Coaching Morale Finance 52

Balto

DECEMBER 16, 2022

The Conversation Excellence Lab asked over 360 executives which channels will be most used in ten years and the results were voice calls, live chat with a person, and email — all human-driven experiences. Rather than supplanting agents, it will support their workflows and help them achieve more.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Balto

MAY 17, 2022

Subscribe to future Conversation Excellence Lab reports below: Do consumers know that agents are leveraging AI technology to best serve them? They were randomly assigned to one of four conditions: Control condition where a participant was simply asked to imagine they were having a conversation with a salesperson.

Contact Center 52

Contact Center Technology Self service Analytics 52

Comm100

FEBRUARY 19, 2021

That does not necessarily mean more and longer conversations. This in turn transforms customer perception of the organization, and if we can repeat this on each and every customer interaction we can truly excel in the age of the customer.”. In fact, it could mean the opposite.

Customer Experience 133

Customer Experience Construction Technology Customer Service 133

Playvox

SEPTEMBER 1, 2021

Each conversation can be captured, analyzed, and aggregated to deliver real?time It should be able to instantly connect to an actual person within the same customer interface, preserving the context of the conversation. AR can be used for products that rely heavily on design and provide excellent mentoring and training opportunities.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Balto

OCTOBER 2, 2022

Subscribe to future Conversation Excellence Lab reports below: What’s stopping agents from creating value on every call? Up-selling and cross-selling were viewed as the least effective skills for generating value; letting customers know about sales and incentives was viewed as the most effective. quotes, feedback, etc.)

Contact Center 52

Contact Center Upselling Sales Surveys 52

Balto

MAY 13, 2022

Balto’s Conversation Excellence Lab surveyed more than 560 agents recently. They also tend to stay longer at their jobs and produce more satisfied customers and conversions. When they feel managers truly listen to their concerns and take steps to remedy their problems, it also builds better trusting relationships.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Uniphore

SEPTEMBER 9, 2021

NLP handles simple conversational tasks by transforming freeform text into a standardized structure, which enables it to power AI tools like chatbots. Machines are currently very good at understanding customer intent in phone calls, but they’ve yet to excel in truly understanding the process of human conversation.

Real estate 40

Real estate Interactive Voice Response Healthcare Chatbots 40

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Subscribe to future Conversation Excellence Lab reports. No strings attached.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Amity

JULY 13, 2016

OpenView Labs - Helping B2B software companies cross the chasm from startups to growth stage businesses by helping build-out and refining customer acquisition. Ptero - The Ptero Conversion Path blog provides tips, templates and tools to help you improve your ability to convert and retain users. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Calltools

MARCH 17, 2021

Preview dialers allow agents to view the customer’s data before making calls to patients regarding appointments, checkups, lab results, etc. Other businesses respond well to excellent customer service, but they also have no patience for a bad sales call. Your agents need to be prepared before they dial.

Real estate 52

Real estate Healthcare Telemarketing B2B 52

Fonolo

AUGUST 1, 2018

[There’s a 4 th , less common, application where AI is used to match individual callers with the agents that will yield the best odds of a having a good conversation. Google obviously brings a lot of weight to this space, their chief AI scientist is “ rock star ” who formerly led the Stanford AI lab. Open Mind, But Skeptical.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Nicereply

JULY 13, 2021

This concept has become increasingly popular in SaaS products because all the data is centrally stored, and using your customer experience data is an excellent way to reduce customer effort and frustration. For hardware products, there are always challenges. Setting up your agents to be successful is worth the investment.

B2B 98

B2B B2C SaaS Technical Support 98

Quiq

APRIL 29, 2019

But innovation isn’t just happening in classrooms and labs, it’s also evident in the way the school communicates with students. The ability to add emojis makes conversations more personal and staff has found this channel to be much faster than phone calls.

Education 40

Education Interactive Voice Response CRM Call Center 40