Balto

JUNE 30, 2022

Ben Lazar CMO, Balto. The Balto team was out in full force, networking with industry professionals and learning about the latest trends and technologies. Balto came in hot with a brand new booth, a featured speaking session, light-up sneakers, and awesome giveaways! The Balto Bunch on the CCW showroom floor.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

Balto

JULY 7, 2022

In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. In 2022, we published our findings on why agents intentionally go off their scripts. Subscribe to future Conversation Excellence Lab reports below: Why Agents Make Mistakes. Why Agents Go Off Script.

Scripts 52

Scripts Coaching Surveys Construction 52

Balto

MAY 9, 2023

Why is AQM Important for a Contact Center? Improve Your Quality Management With Balto Balto’s AI-powered, real-time QA capabilities automatically score 100% of customer interactions, providing you with more accurate insights that are simply not possible to derive with random sampling. appeared first on Balto.

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Balto

JULY 6, 2022

Over the next several weeks, Balto is giving readers a peek behind the curtain of the industry-leading AI technology that powers our real-time guidance platform. That’s why it’s required by law to protect that data. It’s Balto’s job to make sure that we are always compliant (e.g., Redaction is a Balance.

Personalization 52

Personalization Contact Center Sales Technology 52

Balto

AUGUST 29, 2023

Why is Call Center Compliance Important? Meet Compliance Requirements With Balto Balto offers AI-enabled, real-time conversation monitoring to ensure that agents are following your call center compliance guidelines. To explore how Balto works in more detail, check out our definitive user guide here.

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Balto

JUNE 13, 2022

2 Out of 3 Contact Center Agents Want to Change Their Script - Balto AI. Call Scripts in 2022: What In-Person, Virtual, and Hybrid Agents Really Think - Balto AI. Contact Center Attrition: What Agents Want in 2022 - Balto AI. Contact Center Attrition: What Agents Want in 2022 - Balto AI. 2022, May 2). 2022, May 31).

Scripts 52

Scripts Contact Center Morale Best practices 52

Balto

JUNE 23, 2022

” – Marc Bernstein, Balto Founder & CEO. Why Agents Go Off Script. Figure 5: Why do agents go off script? Because if they disliked it, why would they have spent time improving it? Why could this be? Other demographic variables: 43.2% of our respondents worked fully in-person, 21.7% worked part-time.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

AUGUST 25, 2022

Let’s take a closer look at what a single pane of glass is and why it’s so important in today’s contact center. Balto is a leader in conversational AI for contact centers with our Real-Time Guidance tools, and we recognize the impact of a unified system with fewer clicks and on-the-spot resources. Get a Demo.

Contact Center 52

Contact Center CRM Benchmark Banking 52

Balto

NOVEMBER 22, 2022

Why 1-on-1 Onboarding Is Critical for Contact Centers. Enhance Your Onboarding Efforts With Balto. There’s no replacement for one-on-one onboarding, but Balto can enhance agent training in other ways, too. Balto helps you give agents confidence as soon as they hit the phones. Reduce Ramp Time by 65% With Balto.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Balto

JANUARY 17, 2023

So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023? If you’ve been in the telecommunications industry for any amount of time, you can understand why the idea of automation as a ‘new’ concept is laughable. Contact us today for a demo!

Healthcare 52

Healthcare Contact Center CRM Coaching 52

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. The post Three Tips to Transform Your Contact Center into a Customer Acquisition Machine appeared first on Balto.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. Why is this? Sources Balto. 2021 Contact Center Agent Survey Report – Balto Ai. Retrieved February 7, 2023, from [link] Balto.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

MAY 31, 2022

Regardless, if you are clear with yourself and your agents on how and why scripts are used on your team, you’ll have a better idea of how useful they are for your agents, and how to best adapt them for a remote workforce. 2 Out of 3 Contact Center Agents Want to Change Their Script - Balto AI. 2022, May 2). 2022, March 29).

Scripts 52

Scripts Personalization Contact Center Morale 52

Balto

OCTOBER 20, 2022

Why Quality Assurance is Mission Critical to Your Call Center. So, why is call center quality assurance necessary? That’s why it’s so important to have a call center QA program in place. Modernizing Quality Assurance with Balto Software. Get a Demo.

Best practices 52

Best practices Call Center Gamification Coaching 52

Balto

JANUARY 11, 2024

” Then why do we pester our customers with surveys? Guest post by Jeff Toister I teamed up with Balto to chat about the sentiment arc in a live Q&A session. The post Replacing Customer Service Surveys with Sentiment Analysis appeared first on Balto. “Do you enjoy filling out customer service surveys?”

Surveys 52

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Balto

SEPTEMBER 6, 2022

Why is that? How to Recession-Proof Your Contact Center, According to 360+ Executives - Balto Ai. The post Contact Centers in Ten Years: Humans are Here to Stay appeared first on Balto. Social Media. Subscribe to the Conversation Excellence Lab newsletter to receive new reports directly in your inbox. 2021, December 13).

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

Balto

AUGUST 3, 2022

On his podcast “ Reimagining the Contact Center ”, Balto founder and CEO Marc Bernstein ends every episode by asking his guest what they believe the contact center of 2030 will look like. 2021 Contact Center Agent Survey Report - Balto Ai. Contact Center Attrition: What Agents Want in 2022 - Balto Ai. The Contact Center of 2030.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Balto

JUNE 13, 2022

Why Are Manager Requests Metrics Important to Contact Centers? A survey by Balto showed that 64% of agents thought there needed to be changes to scripts. If you would like to learn more about how Balto can help you improve your escalation rate and help your contact center run more efficiently, schedule a demo and see Balto in action.

Management 52

Management Contact center software Coaching Contact Center 52

Balto

JUNE 22, 2023

I teamed up with Balto to chat about agent engagement in a live Q&A session. Discover why they took the job and ask them what keeps them coming back. Explain to your team why cuts were made and what the team is expected to do now. The post How to Engage and Motivate Contact Center Agents appeared first on Balto.

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Contact Center Surveys Coaching Consulting 59

Balto

JULY 26, 2022

” With win rates as low as 3% on calls that involve a “busy” objection, it’s easy to see why agents react in a defensive manner. ” If the answer to the final question is no, or some variation of no, it’s likely that being busy wasn’t the real reason why the customer wanted to end the call.

Call flow 52

Call flow Contact Center Sales Scripts 52

Balto

AUGUST 30, 2022

Let’s take a deeper look at why. Similarly, the Balto study also uncovered a simple truth: value is a self-fulfilling prophecy. Using a solution like Balto can help transform your contact center from a cost center to a profit center and position your company to grow both during an economic downturn and afterward.

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Contact Center contact center solutions Coaching Contact center software 52

Balto

JUNE 23, 2022

Chris Kontes COO, Balto. In 2017, we founded Balto. In fact, myself and my co-founder were sales development representatives (cold calls, outbound, Redbull…the whole shebang) before starting Balto. No technology can force an agent to say something word for word, and why would you want it to? Get a Demo.

Contact Center 52

Contact Center Transportation Coaching Best practices 52

Balto

JULY 28, 2022

But that’s where Balto shines with its Real-Time Guidance. Balto’s Real-Time Guidance reminds agents when they’re doing most of the talking and not enough listening. The post Why Active Listening Is an Essential Soft Skill in the Contact Center appeared first on Balto. Benefits of Real-Time Guidance.

Contact Center 52

Contact Center Coaching First call resolution Best practices 52

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Customer Enablement Manager at Balto and former contact center trainer and manager. Michelle Barbeau, Sr. Michelle Barbeau, Sr.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

MAY 20, 2022

Why struggle in silence when you can face the problem head on? Balto is here to help. Why Does It Take So Long to Onboard Agents ? Balto helped UGA Finance and a multinational insurance company each cut their onboarding by two weeks on average. Keep an eye out every other Friday as we tackle a new topic. Get a Demo.

Scripts 52

Scripts Contact Center Finance contact center solutions 52

Balto

OCTOBER 2, 2022

How to Recession-Proof Your Contact Center, According to 360+ Executives - Balto Ai. Why Reviews Are Essential and How To Generate Positive Reviews For Your Business. The post How to Drive Revenue by Cross-Training Contact Center Agents appeared first on Balto. 2022, August 3). Retrieved October 4, 2022, from [link].

Contact Center 52

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Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. Why Use a Workforce Management Call Center Solution Now that you’re more familiar with the importance of workforce management, you can’t underestimate the value that a workforce management call center solution brings to the table.

Call Center 52

Call Center Management call center workforce Contact Center 52

Balto

SEPTEMBER 13, 2022

Why is Personalization Important in the Contact Center? Balto’s Real-Time Guidance solution eliminates the need for financial services contact center operators to worry their customers are treated more like a number than a valuable asset. The post How to Achieve Personalization in Banking Contact Centers appeared first on Balto.

Banking 52

Banking Contact Center Personalization Self service 52

Balto

JUNE 10, 2022

As the industry-leading Real-Time Guidance solution, Balto understands the challenges associated with building efficient, collaborative intelligence. For more insight into why real-time is the only real solution for modern contact centers, take a tour of Balto or schedule a demo today. The New Way of Getting Conversations Right.

Contact Center 52

Contact Center Technology contact center solutions Enterprise 52

Balto

JULY 5, 2023

Balto accomplished this years ago, and can accurately summarize customer calls, track customer sentiment, etc. The question we need to ask ourselves is why. The post How to Prepare Your Contact Center for Widespread Adoption of AI and Automation appeared first on Balto. So what’s next?

Contact Center 52

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Customer Service Life

APRIL 28, 2019

That’s why Sapling is interesting. That’s why Balto is so interesting. Balto listens to the conversation and prompts agents on key phrases to say during the call to be successful. Next up is the ability to communicate a message that’s clear and concise and on brand.

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Technology Average Handle Time Surveys Metrics 63

Balto

FEBRUARY 20, 2023

There are a variety of reasons why call coaching software might be more helpful once an agent has settled into their role. Balto is an enterprise solution that can help contact centers achieve measurable results by helping your agents satisfy more customers, retain more clients, and close more sales.

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

Balto

JULY 12, 2022

Why Is Manager Productivity Important in Contact Centers? To learn more about how Balto can help improve your contact center productivity, contact Balto today to schedule a demo. The post KPI Series: How to Measure Manager Productivity appeared first on Balto. Coach Critical Moments in the Moment. Get a Demo.

Management 52

Management Coaching Contact Center Average Handle Time 52

Balto

JUNE 3, 2022

Why struggle in silence when you can face the problem head on? Balto is here to help. And it’s easy to see why. Learn How Balto Can Help Keep Every Agent Engaged. The post Fix-It Friday: How to Keep Remote Agents Engaged appeared first on Balto. Keep an eye out every other Friday as we tackle a new topic.

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Gamification Scripts Contact Center Surveys 52

Balto

JUNE 17, 2022

Hence, why operators are discovering that when customers do phone into the contact center, it’s an entirely new level of agent — and agent experience — that’s required. For all the resources you need, head to the CrmXchange community and Balto Resources Hub. Let’s explain. From First Touch Resolution to First Call Resolution.

Contact Center 52

Contact Center Scripts First call resolution Self service 52

Balto

JANUARY 22, 2024

Measure What Customers Are Calling About Use generative AI to answer the age-old question: why are my customers calling? That’s why “what are the top outcomes?” is another recommended question that BaltoGPT serves up to users in the Balto Cloud platform. Ask BaltoGPT a question like “What were the top call outcomes this week?”

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

Measure What Customers Are Calling About Use generative AI to answer the age-old question: why are my customers calling? That’s why “what are the top outcomes?” is another recommended question that BaltoGPT serves up to users in the Balto Cloud platform. Ask BaltoGPT a question like “What were the top call outcomes this week?”

Contact Center 52

Contact Center Coaching Construction Feedback 52