Future of Work News

Balto Lights Beacon for Agent Empowerment


Call center agents play a pivotal role in ensuring customer satisfaction as customers receive seamless support for their initial reason for calling. This results in higher customer retention, which is a win for the company.

But is the expense worth it, especially if call center agents are feeling burnt out from taking calls nonstop? Like other workers within the company, agents need assistance to help them get through the day. AI can provide that assistance.

Balto helps companies empower agents with AI-enabled assistance during and after calls. Balto gives access to in-depth analytics of a company’s customer interactions. With that data, the company then develops solutions to increase productivity.

Balto is taking that empowerment a step further with Beacon, a real-time capability that benefits agents with crowd-sourced and tested real-time recommendations. By crowd-sourcing suggestions from real calls, Beacon prevents playbooks from becoming stale by introducing new, tested, top-performing content. Managers and supervisors gain insight into the habits and behaviors that differentiate top agents and quickly scale them to the rest of the pack.

Beacon accomplishes this by leveraging Balto's existing real-time recommendation and playbook system to generate new observations for agents to use while on calls.

Beacon starts off by examining data and creates observations. This is the part where managers view and interact with these observations. From there, Beacon performs various experiments to validate if observations would positively impact a company’s playbooks. Once an observation passed through experimentation, it becomes an action, or a clear recommendation that managers take with one-click.

"Beacon is groundbreaking for the contact center industry,” said Marc Bernstein, founder and CEO of Balto. “It identifies what your top performers are doing and automatically recommends winning tactics to all your agents without you having to do a thing. Sales and customer service teams can effortlessly source and disseminate best practices from their top performers."

Beacon is available to Balto customers as part of the suite of Balto Real-Time Guidance products.

Edited by Greg Tavarez

Future of Work Contributor

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