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Balto Elevates the Agent Experience in the Contact Center with New Suite of Features

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St. Louis, MO, USA, Sept. 21, 2022 -- Balto, a provider in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its real-time guidance platform dedicated to improving the agent experience in the contact center.

The new features bolster Balto's commitment to empowering agents to confidently navigate every call conversation, creating a happier, more engaged contact center workforce — a philosophy that translates to happier customers, increased revenue, and higher employee satisfaction, according to research by Glassdoor.

We focus on giving agents the confidence to improve their conversations, making them better, and happier, at their jobs.

"Balto champions a fun, flexible, and engaging agent experience that creates moments of delight and rewards the wins — big or small." said Chris Kontes, Balto COO and Co-founder. "These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs. Because if your agents are satisfied, so are your customers."

"Agent assistant tools really put the onus on the agent to figure out what to do with the information presented and are more of an enforcement tool. That's the last place we want to be," continues Kontes. "Instead, we focus on giving agents the confidence to improve their conversations by providing the support they need in the moment — making them better, and happier, at their jobs."

In addition to agent-sourced content, the new personalization and gamification features keep agents delighted and engaged. In fact, according to a recent TalemLMS survey, employee respondents said gamification makes employees feel more productive (89%) and happier at work (88%). "When the agent experience is improved, the customer experience inevitably follows. And our customers are seeing the results," adds Kontes.

The new agent experience features will be rolled out in October after a thorough pilot program.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Thursday, September 22, 2022



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