2025 Agent Empowerment Wait times 
Fonolo
MAY 30, 2023
It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation.
Balto
JANUARY 2, 2025
A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Use tools like Balto to provide real-time coaching during live calls, helping agents adapt and grow on the job. Overstaffing burns through your budget.
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