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Articles

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May 5, 2026

What Is Agent Assist in Call Centers? A Complete Guide

Apr 30, 2026

ROI of Investing in Agent Assist Platforms: 5 Categories

Apr 29, 2026

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

Apr 28, 2026

How Voice AI Agents Improve Customer Interactions: 8 Ways

Apr 27, 2026

How to Improve Call Center Customer Experience: 8 Tactics

Apr 22, 2026

Call Center Agent Coaching: Techniques & Templates

Apr 21, 2026

How to Improve Call Center Agent Performance (10 Strategies)

Apr 21, 2026

Best Call Center Software for BPO Companies (2026)

Apr 20, 2026

Best Call Center Software for Home Improvement (2026)

Research

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2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations

Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023

3 Ways To Boost Contact Center Efficiency With Agent Training

Want to Cut 66% of Call Mistakes? Lower Your Agents' Stress

Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions

Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk

Case Studies

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Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto

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BrightBridge’s Playbook for Consistently Outstanding Member Experience

Manual checklists and live listening couldn't keep up as BrightBridge Credit Union scaled. With Balto, the team cut manual QA effort by 75%, lifted first-call resolution with real-time next-step prompts, and made onboarding significantly smoother — less time monitoring, more time coaching, stronger member experiences.

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How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale

Horizon Services' supervisors were stuck listening to calls one at a time — not scalable for a growing home services contact center juggling HVAC, plumbing, financing, and warranty conversations. Balto's Real-Time Guidance locked in compliance language while letting agents stay human, accelerated onboarding, and shifted Horizon from rearview QA to real-time control.

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From Uncertainty to unmatched NPS: Inside InteLogix's AI-Driven Transformation

InteLogix didn't want to replace its QA processes — it wanted to enhance them. With Balto's AI Workforce, call review dropped from 30+ minutes to under 5, AHT fell 30 seconds, ACW was halved, and one client posted a 24% enrollment lift after Balto pinpointed unclear messaging. QA teams shifted from evaluators to analysts, coaching off truth instead of opinions.

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How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto

When pharmacy benefit manager EmpiRx brought customer service in-house in 2024, they had to build a brand-new team from scratch. With Balto's Real-Time Guidance, transcripts, and escalation detection, ramp time was cut by up to 50% (6–8 weeks down to 4), quality scores climbed 5–10%, and QA now reviews 100% of escalated calls.

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Integris Health Enhances Patient Support and Operational Efficiency with Balto

Oklahoma's largest healthcare system was reviewing under 1% of patient billing calls before Balto. With Real-Time Guidance reinforcing active-listening protocols and reporting that surfaced Native American tribal-benefit questions hidden in the call volume, Integris Health saw survey participation jump from 15% to over 25% and noticeably reduced repeat calls.

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How One Mnet Health Optimizes Compliance and QA with Balto

Medical billing agents at One Mnet Health were taking 150–300 calls a day with manual spot-check QA. After deploying Balto's Real-Time Guidance and BaltoGPT-driven reporting, compliance rates more than doubled — climbing from 30% to nearly 70% — while onboarding sped up and supervisors gained the data they needed to coach with precision.

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Powering People, Driving Performance: NYPCC's Success With Balto

NYPCC, a New York mental health organization, was struggling to keep value-based conversations consistent at scale. After deploying Balto's Real-Time Guidance — tailored to their brand voice — reps handled objections more confidently, compliance issues dropped significantly, and managers stopped spending their days on corrective coaching after the fact.

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PJ Fitzpatrick's Journey with Balto: Enhancing Sales and Training

PJ Fitzpatrick's 100+ home improvement agents needed structured guidance without sounding scripted. After implementing Balto, the set rate jumped from 53% to 72% (a 35–40% lift), handle time dropped 18%, and onboarding shaved roughly 12 hours per new agent — all while letting reps stay conversational with customers.

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Webinars

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Upcoming: Agent Assist, Reimagined – July 1, 2026

On Demand: Not All Agent Assist Is The Same. Learn About The Levels of AI-Supported Real-Time Guidance – April 15, 2026

On Demand: 5 Things People Wish They Knew Before Using Voice AI Agents – March 18, 2026

On Demand: Thinking of Making the Jump to Voice AI Agents? Here's What You'll Want to Know – February 17, 2026

On Demand: Reality Check: What AI Does Great and What We’re Still Working On In 2026 – January 14, 2026

On Demand: If Your QA Process Today Is Manual, This Is What It Could Look Like With AI. – December 10, 2025

On Demand: Breaking Barriers: Elevating CX Across Languages and Cultures – October 15, 2025

On Demand: The Art of Asking Questions: Finding the Answers You Need to Improve Conversions, CX, and Call Outcomes – August 6, 2025

On Demand: Office Hours: Leveraging AI for Continuous Improvement in Patient Services – July 23, 2025

E-Books

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How to Lead in the AI Era

AI Workforce for Contact Centers Guide

Medicare Strategies Guide 2025

AI Planning For 2025

The AI-Powered Contact Center Playbook E-book

The Definitive Guide to QA Solutions in Contact Centers: 2024 Edition

How Generative AI Is Transforming Contact Centers in 2024: A Complete Guide to the Latest AI Technology

2024 Healthcare Industry Outlook: Impacts on the Contact Center

The Definitive Guide to Real-Time Guidance, Coaching, and QA

News

View all

Apr 20, 2026

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Oct 15, 2025

Did You Know Balto Supports Omnichannel?

Sep 25, 2025

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Jun 9, 2025

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

Aug 19, 2024

Balto Logs 300 Million Conversations Guided in Real-Time

Jul 23, 2024

Balto Named 2024 CRM Top 100 Company for Customer Service

May 14, 2024

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

Jul 19, 2023

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Jul 6, 2023

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case

Articles

What Is Agent Assist in Call Centers? A Complete Guide

ROI of Investing in Agent Assist Platforms: 5 Categories

KPIs for Voice AI Agents in Contact Centers: 17 Metrics

How Voice AI Agents Improve Customer Interactions: 8 Ways

How to Improve Call Center Customer Experience: 8 Tactics

Call Center Agent Coaching: Techniques & Templates

How to Improve Call Center Agent Performance (10 Strategies)

Best Call Center Software for BPO Companies (2026)

Best Call Center Software for Home Improvement (2026)

Research

2025 Consumer Expectations Report: AI, Omnichannel, and the New Landscape of Consumer Expectations

Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023

3 Ways To Boost Contact Center Efficiency With Agent Training

Want to Cut 66% of Call Mistakes? Lower Your Agents' Stress

Overcoming Distrust On Calls: Professor Mike Yeomans on Building Trust & Bad Questions

Is the Contact Center a Good Career? Tenured Agents Say Yes

Why Contact Center Agents Should Spend More Time Asking Questions

Contact Center Training Methods: The Good, The Bad, and The Ugly

Questions Are Magic: Professor Alison Wood Brooks on the Power of Humor, Question-Asking, & Small Talk

Case Studies

Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto

BrightBridge’s Playbook for Consistently Outstanding Member Experience

How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale

From Uncertainty to unmatched NPS: Inside InteLogix's AI-Driven Transformation

How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto

Integris Health Enhances Patient Support and Operational Efficiency with Balto

How One Mnet Health Optimizes Compliance and QA with Balto

Powering People, Driving Performance: NYPCC's Success With Balto

PJ Fitzpatrick's Journey with Balto: Enhancing Sales and Training

Webinars

Upcoming: Agent Assist, Reimagined – July 1, 2026

On Demand: Not All Agent Assist Is The Same. Learn About The Levels of AI-Supported Real-Time Guidance – April 15, 2026

On Demand: 5 Things People Wish They Knew Before Using Voice AI Agents – March 18, 2026

On Demand: Thinking of Making the Jump to Voice AI Agents? Here's What You'll Want to Know – February 17, 2026

On Demand: Reality Check: What AI Does Great and What We’re Still Working On In 2026 – January 14, 2026

On Demand: If Your QA Process Today Is Manual, This Is What It Could Look Like With AI. – December 10, 2025

On Demand: Breaking Barriers: Elevating CX Across Languages and Cultures – October 15, 2025

On Demand: The Art of Asking Questions: Finding the Answers You Need to Improve Conversions, CX, and Call Outcomes – August 6, 2025

On Demand: Office Hours: Leveraging AI for Continuous Improvement in Patient Services – July 23, 2025

E-Books

How to Lead in the AI Era

AI Workforce for Contact Centers Guide

Medicare Strategies Guide 2025

AI Planning For 2025

The AI-Powered Contact Center Playbook E-book

The Definitive Guide to QA Solutions in Contact Centers: 2024 Edition

How Generative AI Is Transforming Contact Centers in 2024: A Complete Guide to the Latest AI Technology

2024 Healthcare Industry Outlook: Impacts on the Contact Center

The Definitive Guide to Real-Time Guidance, Coaching, and QA

News

Why Balto Has a 4.8★ Rating on G2 (and What This Means for CX Teams)

Did You Know Balto Supports Omnichannel?

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Why Balto Is the Only Fully Vetted Vendor in the CMP Research Prism for Automated QA/QM

Balto Logs 300 Million Conversations Guided in Real-Time

Balto Named 2024 CRM Top 100 Company for Customer Service

Balto Named Automation Solution of the Year 2024 at CCW Excellence Awards

Balto Joins 8×8 Technology Partner Ecosystem to Support Exceptional AI Experiences

Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case