Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Aymen Ismail
Head of Customer Engagement Solutions
187
EXECUTIVE MEMBER
Bruno Mendes
Assistant
50

News : Balto Releases Q3 '22 Edition of Real-Time Index

#contactcenterworld, @baltosoftware

St.Louis, MO, USA, Oct. 25, 2022 -- Balto, a provider 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. Using data sourced from over 150 million guided calls, the Index provides actionable insights based on trends surveyed over the past quarter.

In this new edition, the Index provides more granular data on not just an industry level, but a use case level. Within industries, visitors are able to sort data between "Sales" and "Customer Service" use cases to add further color to the associated findings. This edition of the Index also provides change over time: how often is a given objection being used today, compared to last quarter? Are there new objections that are starting to surface as we near the end of the year?

The first edition of the Index focused on the most common consumer objections and most- and least-utilized soft skills that agents use on calls. Released in July, it covered various industries, including Collections, Healthcare, Home Improvement, Retail, and Property Insurance. The Financial Services industry has been added in the new edition.

"With the Balto Real-Time Index, we want to not only reflect industry trends but predict them, becoming the go-to source for reliable data in the contact center industry," said Chris Kontes, Balto's COO and co-founder. "At the end of the day, the Index is an actionable tool: leaders at any contact center should be able to bookmark it for real-time information on what consumers are thinking, feeling, and saying so they can coach their agents accordingly."

The data for the index is gathered by Balto's in-house research team, the Conversation Excellence Lab, using a robust methodology and statistical rigor. The Index includes a methodology and limitations section to further expand on its data processing requirements.

"As we continue to leverage our growing number of calls, we can provide value back to the Balto community and beyond. The power of our data is immense — 150 million calls and counting — and within that data is the opportunity to predict consumer patterns, identify agent coaching opportunities, crowdsource best practices, and more. We're just starting to tap into it," said Lior Torenberg, Head of the Conversation Excellence Lab.

The Balto Real-Time Index is available for free here and is updated on a quarterly basis to provide relevant trend tracking and analysis. A PDF version is also available on the Index for offline viewing.

About the Conversation Excellence Lab

The Conversation Excellence Lab is Balto's hub for academic-level research. The Lab creates thought-leading content with the support of research teams and in-house data.

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com/news-releases/balto-releases-q3-22-edition-of-real-time-index-highlighting-150m-call-trends-by-industry-and-use-case-301658031.html


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - What Do You Need?

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

Published: Friday, October 28, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys

 
1.) 
Pointel

Survey360
Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 27099 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =