State of the Agent Report 2024: GenAI’s Rise in the Contact Center

Unlock the insights: State of the Agent Report 2024: GenAI’s Rise in the Contact Center

Explore how generative AI is revolutionizing the contact center industry, from the frontlines. In Cresta’s comprehensive report, based on a survey of 1,000 U.S. contact center agents, you’ll learn why 65% of agents now crave real-time AI assistance during their customer interactions – and how they really feel about AI in the workplace.

You’ll learn why AI is impacting:

• Enhanced job performance: Learn why agents empowered with AI are seeing swifter and more efficient customer issue resolution.
• AI as an indispensable coworker: Contrary to fears, many agents now see AI as a vital tool that boosts their skills development and job satisfaction.
• Talent retention: Contact centers face one of the highest turnover rates – but AI is changing the tide there. Learn why.
• Sales enablement: 81% of AI-equipped agents confidently transition interactions from service to sales, enhancing revenue potential.