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* ProductExpand
* OVERVIEW
--------------------------------------------------------------------------------
PRODUCT OVERVIEW
Get an overview of Real-Time.
INTEGRATIONS
Integrate with the phone systems you trust.
BALTO IN SPANISH
Give spanish-speaking agents the support they need.
PRODUCTS
--------------------------------------------------------------------------------
REAL-TIME GUIDANCE
Guide agents and measure what works.
REAL-TIME QA
Score 100% of calls in real time.
REAL-TIME COACHING
Alert managers and coach instantly.
* Why Real-Time
* SolutionsExpand
* OVERVIEW
--------------------------------------------------------------------------------
SOLUTIONS OVERVIEW
Scale excellent conversations to your entire organization.
BY USE CASE
--------------------------------------------------------------------------------
SALES
Empower agents to convert, save, and retain.
CUSTOMER EXPERIENCE
Communicate with customers in ways they love.
COMPLIANCE
Adhere to guidelines on every single call.
QUALITY ASSURANCE
Get record-breaking quality scores and real-time visibility.
SPANISH
Give bilingual agents the support they need.
BY INDUSTRY
--------------------------------------------------------------------------------
INSURANCE
Win more quotes and expedite service calls.
HOME IMPROVEMENT
Set more appointments and crush objections.
DIRECT TO CONSUMER
Wow your customers and convert every call.
COLLECTIONS
Break collection records and always stay compliant.
BPO
Differentiate with unique insights and call quality.
* ResourcesExpand
* ALL RESOURCES
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THE BALTO REAL-TIME INDEX
BLOG
CONVERSATION EXCELLENCE LAB
RESOURCE HUB
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REAL-TIME INDEX
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CONTACT CENTER INSIGHTS.
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LIVE WEBINAR
Learn the 3 “R” De‑escalation Method for Contact Center Agents – with Myra
Golden
Tuesday, August 30 at 1 pm CDT
Register Now
Special Webinar Featuring Customer Service and De-escalation Expert Myra Golden
Agents today are working with increasingly angry and emotional customers, making
it harder to contain interactions and move conversations to closure and a
successful outcome. Whether you’re interacting with customers daily or leading a
support organization, this live session will provide your team with practical
tips to bring down the temperature of your most challenging conversations.
Join master de-escalator and longtime customer service expert, Myra Golden, for
this special 45-minute webinar to learn her proven 3 “R” de-escalation method.
In the webinar, Myra will share how to:
* Combine tactical empathy with de-escalation maneuvers to make customers feel
understood and to control the interaction.
* Apply the reframing technique to positively position the response to
customers so employees can move to containing the situation and maintaining
control of the conversation.
* Redirect interactions when customers are emotional or venting using the Topic
Grab approach so employees are in the driver’s seat.
* Walk away with a repeatable three-step framework to use directly or train
support teams.
REGISTER NOW
🗓 Tuesday, August 30 at 1 pm CDT
UTM Source
Can’t attend the webinar? No worries!
Register now to receive the recording via email.
MEET THE SPEAKER: MYRA GOLDEN
Myra Golden is the founder of Myra Golden Seminars, LLC. She is a long time
speaker and training partner to many Fortune 500 companies across the nation.
She creates fun and engaging classes to teach her clients to give their
customers the best possible experience. Myra’s engaging approach to customer
service training is loved by her clients and many of her clients rave about her
workshops. Her impressive resume includes many of the world’s biggest companies,
like: McDonald’s, Coca-Cola, Frito-Lay, Walmart, Verizon Business, and many
more. Myra has both her bachelor’s degree in psychology and her master’s degree
in human relations.
Before founding Myra Golden Seminars in 1999, Myra worked at Thrifty Car Rental
as the Global Head of Consumer Affairs. Travel Agent Magazine hailed Myra a Top
100 Rising Star for leading her team to unprecedented customer recovery and
customer loyalty in the hospitality industry. When she’s not lighting up the
service world, Myra is likely reading a book that makes her see differently,
sipping Ethiopian coffee, or writing poetry. Visit Myra’s Website
DRIVE REVENUE WITH BALTO
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SEE WHAT OUR CUSTOMERS HAVE TO SAY:
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* Reps
“Balto is call center magic!”
Randy Clapp
CRO, Advantage
“Balto is transforming the way in which contact center agents communicate while
on the phone, which in turn leads to unbeatable customer experience and
bottom-line impact.”
Jim Dvorkin
SVP, Customer Engagement, Ring Central
“Balto gives us consistency. And now everyone is saying the most important
things on their calls.”
Courtney Reynaud
President, CB USA
“Our agents have an extra set of ears and are always provided the appropriate
response. Balto doesn’t get tired.”
Mark Poisson
Director of AI, National General Insurance
“Balto is call center magic!”
Randy Clapp
CRO, Advantage
“Balto is transforming the way in which contact center agents communicate while
on the phone, which in turn leads to unbeatable customer experience and
bottom-line impact.”
Jim Dvorkin
SVP, Customer Engagement, Ring Central
“Balto gives us consistency. And now everyone is saying the most important
things on their calls.”
Courtney Reynaud
President, CB USA
“Our agents have an extra set of ears and are always provided the appropriate
response. Balto doesn’t get tired.”
Mark Poisson
Director of AI, National General Insurance
“Balto is call center magic!”
Randy Clapp
CRO, Advantage
* 1
* 2
* 3
* 4
“It’s like having a manager at the agents’ desks at all times”
Contact Center Manager
UGA Finance
“Balto has improved my employees’ performance more than I could’ve imagined.”
Heather Heisler
Supervisor, Rent-2-Own
“Balto gives us consistency. And now everyone is saying the most important
things on their calls.”
Martin To
Sales Development Manager, American Homes 4 Rent
“It’s like having a manager at the agents’ desks at all times”
Contact Center Manager
UGA Finance
“Balto has improved my employees’ performance more than I could’ve imagined.”
Heather Heisler
Supervisor, Rent-2-Own
“Balto gives us consistency. And now everyone is saying the most important
things on their calls.”
Martin To
Sales Development Manager, American Homes 4 Rent
“It’s like having a manager at the agents’ desks at all times”
Contact Center Manager
UGA Finance
* 1
* 2
* 3
“I love Balto, it’s my best friend!”
Letha Parsons
Rep, eHealth
“When you’re drowning in a call Balto is your life raft.”
Agent
HPOne
“It takes away the anxiety from a call.”
Kasey Ismail
Collections Team Lead, CB USA
“I love Balto, it’s my best friend!”
Letha Parsons
Rep, eHealth
“When you’re drowning in a call Balto is your life raft.”
Agent
HPOne
“It takes away the anxiety from a call.”
Kasey Ismail
Collections Team Lead, CB USA
“I love Balto, it’s my best friend!”
Letha Parsons
Rep, eHealth
* 1
* 2
* 3
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* ProductExpand child menuExpand
* OVERVIEW
--------------------------------------------------------------------------------
PRODUCT OVERVIEW
Get an overview of Real-Time.
INTEGRATIONS
Integrate with the phone systems you trust.
BALTO IN SPANISH
Give spanish-speaking agents the support they need.
PRODUCTS
--------------------------------------------------------------------------------
REAL-TIME GUIDANCE
Guide agents and measure what works.
REAL-TIME QA
Score 100% of calls in real time.
REAL-TIME COACHING
Alert managers and coach instantly.
* Why Real-Time
* SolutionsExpand child menuExpand
* OVERVIEW
--------------------------------------------------------------------------------
SOLUTIONS OVERVIEW
Scale excellent conversations to your entire organization.
BY USE CASE
--------------------------------------------------------------------------------
SALES
Empower agents to convert, save, and retain.
CUSTOMER EXPERIENCE
Communicate with customers in ways they love.
COMPLIANCE
Adhere to guidelines on every single call.
QUALITY ASSURANCE
Get record-breaking quality scores and real-time visibility.
SPANISH
Give bilingual agents the support they need.
BY INDUSTRY
--------------------------------------------------------------------------------
INSURANCE
Win more quotes and expedite service calls.
HOME IMPROVEMENT
Set more appointments and crush objections.
DIRECT TO CONSUMER
Wow your customers and convert every call.
COLLECTIONS
Break collection records and always stay compliant.
BPO
Differentiate with unique insights and call quality.
* ResourcesExpand child menuExpand
* ALL RESOURCES
--------------------------------------------------------------------------------
THE BALTO REAL-TIME INDEX
BLOG
CONVERSATION EXCELLENCE LAB
RESOURCE HUB
EXPLORE THE BALTO
REAL-TIME INDEX
THE #1 SOURCE FOR UP-TO-DATE
CONTACT CENTER INSIGHTS.
Learn More
* Customers