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

#contactcenterworld, @baltosoftware

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.

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"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, @baltosoftware

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


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - Customer’s Expectations

Read today's tip or listen to it on podcast.

Published: Thursday, September 22, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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