First Contact Podcast | Season 2 | Episode 6 Enabling the Contact Center of the Future with Real-Time Analytics, with Marc Bernstein Enabling the Contact Center of the Future with Real-Time Analytics, with Marc Bernsteinhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales 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 Marc Bernstein is the CEO & founder of Balto, a company delivering the #1 Real-Time Guidance for contact centers. Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI) which listens to both sides of a conversation and shows agents the best things to say. In this episode, he’ll be talking about real-time analytics and the contact center of the future. https://nobelbiz.com/wp-content/uploads/2021/07/Website-roundPic_marc.png GUEST Marc Bernstein CEO & founder of Balto Explore more from this episode... Video What If You Could Have Real-Time Conversation Analytics? Mind reading or real-time guidance powered by AI and anticipating customer’s needs? How did this technology come to life and what does it bring to the table for the customer and the agent involved? Video Sentiment Analysis and What to Do with It Sure, having large volumes of text data is great, but how can you make use of it in order to enhance the customer experience? This is where sentiment analysis comes into play, and Marc Bernstein is dropping real knowledge about getting those insights. Video Will AI Augment or Replace Your Agents? The impact of AI on the industry has been long debated on our show, but let’s see what Marc thinks about the future of AI, in terms of augmenting or replacing the agents. He has the perfect example describing this transition, tune in and listen up. Video The Age of the Anti-Script For many customer service companies, call center scripts are essential. But as one of our fellow First Contact guests said: ‘you can’t script sincerity’ - Shep Hyken. Allowing for flexibility while providing support and basic direction are some of the key things call centers should integrate, at least that’s what Marc thinks. Video + Article The Future of Post-Call Analysis in Contact Centers The future of Post-Call Analysis might be challenging along the way, but being able to see what is resulting in wins and what is not, while linking it in the system, might be the answer. Balto has the technology to do that and much more, see how they approach this! Video The Golden Age of the Contact Center The pandemic definitely pushed things forward regarding the adoption in the industry, bringing positive or negative outcomes. Find out here why Marc thinks the cloud, retail traffic, and super agents are creating the Golden Age of the Contact Center. Video QA Is Not the Punishment Department Over time, the QA department has gained somehow a bad reputation coming from its dark side. But using the right technology and become more solution orientating and focusing on recompensating behavior, will create an awesome culture shift for the QA department. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!