Experts on Day One

Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms...

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3 Future-Forward Contact Center Performance Management Tips

Demand for customer support continues to grow not only in size but complexity. N...

Cresta Team

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CX Employee Experience: How to Help Agents Love What They Do

In contact centers, we’ve heard time and time again: the bedrock of customer exp...

Cresta Team

Contact Center Employee Churn: How to Stop the Revolving Door

Employee churn isn’t new — but today’s businesses are experiencing never-before-...

Cresta Team

Can You Hear a Smile?

Increased sales, larger deals, greater retention –– the benefits of offering gre...

Cresta Team

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3 Compounding Benefits of AI-Driven, Real-Time Coaching

Cresta’s real-time coaching provides contact center agents with versatile coachi...

Cresta Team

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Contact Center ROI: Transform Cost Centers into Value Centers

Like the call centers of yesteryear, modern customer service (CS) contact center...

Cresta Team

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Close the Retention Performance Gap with Real-Time Coaching

Our performance gap analysis of almost 20,000 conversations from a Fortune 50 so...

Cresta Team

2021's Top 5 Contact Center Agent Swear Words

Unsurprisingly, these are three utterances that were completely absent from the...

Cresta Team

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The 4 “Magic” Behaviors that Close Sales Performance Gaps

We’ve identified a surprising gap in sales performance. We analyzed 340,000 sale...

Osman Javed

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Scale for Success with Real-Time Customer Service AI

In contemporary marketing, the phrase “at scale” usually means big or more. But...

Osman Javed

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Contact Center AI: Fuel Lasting Success in Modern CX

For leaders working to bring about lasting change, the pandemic continues to exa...

Osman Javed

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What is Conversational AI? And How Does it Help You Build a High-performing Support Team

Only recently available at scale, conversational AI uses digital and telecommuni...

Osman Javed

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6 Reasons I Joined Cresta After Google

I was very impressed with what the Cresta team had accomplished and was also int...

Ping Wu

Average Handle Time Isn't Sexy But It’s Still Vital for Modern Contact Centers

Free throws in basketball aren't sexy, but they're fundamental. Footwork in base...

Osman Javed

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Why Contact Center AI is a Big Deal for Customer-focused Brands

The pandemic spurned a mass customer adoption of digital channels. Yet, despite...

Michael Parker

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GraphQL for the React Redux Developer

Migrate toGraphQL using the Apollo Client library to take advantage of advance G...

Jerry Cheong

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Cresta's Platform: Auth, APIs, and More

Cresta's path to a robust API layer that allows us to support our 1st party usag...

Andrew Lim

Cresta's Summer '21 Release

Taking Customer Care from a cost center to a value center

Osman Javed

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How Science Fiction Inspires Human-AI Collaboration at Cresta

AI shines best when it's collaborating with humans.

Jessica Zhao

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Moving the Middle: An Innovative Approach to Closing the Agent Performance Gap

Every organization suffers from a performance gap between its top employees and...

James Purvis

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What is The Performance Gap costing your business each year?

Imagine if every employee performed like a top performer?

Osman Javed

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4 Ways to Assist Contact Center Agents with AI & Automation

Today’s modern contact center provides critical touchpoints for a variety of cus...

Nathan Sikes

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Prioritizing The CX Metrics That Matter

Metrics can define an organization’s culture and operational style. They’re also...

Nathan Sikes

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Investing in Cresta: Supercharging Agents in Real-Time

Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversat...

Carl Eschenbach · Kais Khimji · Ben Horowitz

A Letter From the Founders

At Cresta, we’re on a mission to enable everyone to be 100x as effective at work...

S. Zayd Enam · Tim Shi · Sebastian Thrun

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Improving AI Models Through Feedback in Plain English

How Cresta empowers contact center managers to improve AI suggestions by giving...

Saurabh Misra · Wu a Motoki

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Announcing Cresta for Voice

Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.

Tim Shi · Osman Javed

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Cresta's Spring 2021 Release

We’re excited to share our Spring 2021 Release: The Sound of Expertise.

Osman Javed

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Scaling Behavior Change Across 1,000 People

Cresta combines machine learning and cognitive psychology to drive behavior chan...

Shubham Gupta · Lars Mennen · Jessica Zhao

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Expertise From Chat Bot to Agent: An End-to-End Chat Solution

Create a seamless customer experience that passes customers from expert chat bot...

Andrew Lim

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Enterprise-Grade Security and Dashboarding

Learn more about Cresta’s compliance and security capabilities, including SOC2 T...

J. Matt Peterson

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Spring Launch: But wait, there's more!

Cresta's Spring Launch is packed with new features and improvements to drive cus...

Lars Mennen

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Maximizing Contact Center Productivity

Contact centers are operationally-complex and offer no shortage of challenges fo...

Nathan Sikes

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Improve Your NPS with Cresta

Call centers have been flooded with an unprecedented amount of call volume since...

James Purvis

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A Modern Approach To Improving Employee Engagement & Satisfaction

With so many disruptions affecting workers, business leaders have a tremendous o...

Nathan Sikes

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How we reduced our labeling cost by 10x

How we reduced our labeling cost and efforts by over 10x, while continuously pus...

Navjot Matharu

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What's Your Average Handle Time (AHT)?

Average Handle Time (AHT) is a tried-and-true metric impacting several mission-c...

Nathan Sikes

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Action Directed GPT-2

How we made a new controllable language model to make chat agents more effective...

Saurabh Misra

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AWS and Cresta Partner to Bring Real-Time Intelligence to Contact Centers

Now, customers can easily bring contact center solutions into their business, an...

Osman Javed

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Former AT&T CEO, John Donovan, Joins Cresta’s Board

John brings more than 30 years of experience in the technology industry to Crest...

Nathan Sikes

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Announcing Cresta for Customer Service

Real-Time Assistance and Conversational Insights for Customer Service Teams

Osman Javed

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3 Keys for Creating Understandable AI Product Experiences

AI-powered products are more prevalent than ever before: automatically organizin...

Devin Liu

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Cresta: A System of Record for Expertise

Think about the last time you taught someone something difficult. Did you just t...

Tim Shi

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So You've Moved to a Virtual Contact Center. Now What?

Curious to know how your virtual contact center strategy is faring? We asked a p...

Andrew Meissbach

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When contact changes: Our five lessons from transitioning to remote contact centers

As the world unites to slow the spread of COVID-19, businesses are stepping up t...

Andrew Meissbach · S. Zayd Enam