Balto's New Real-Time Index Collates Call Trends and Analysis Into Insights for Contact Centers
The first edition of the Index focuses on the most common consumer objections and the most- and least-utilized soft skills agents use on calls. Each metric can be sorted and compared by various industries, including Collections, Healthcare, Home Improvement, Logistics, Real Estate, Retail, and Insurance. 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.
"The Balto Real-Time Index answers a question every contact center leader is asking: what are my industry peers doing? We're applying data from more than 100 million conversations to develop best practices for sales and customer service teams across a number of verticals," said Balto CEO Marc Bernstein. "Balto has a goldmine of conversation data that we're opening up to the entire contact center industry. Within the next 12 months, we aim to be your go-to resource to see what's working in your industry and what's not."
"Managers and playbook makers now have a crystal ball into customer behavior on calls and can pivot in real-time based on trending data or operationalize unforeseen shifts," said Ben Lazar, Balto CMO. "This is game changing for organizations who are taking a proactive approach to customer movement."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, July 28, 2022
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