State of the Agent Report 2024: GenAI’s Rise in the Contact Center – See the full report
Featured Post
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
Dig into CX analytics and understand how transforming raw customer data into actionable insights is empowering contact centers to not only meet but exceed customer expectations.
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
Contact centers, the frontline of customer interaction, are critical enablers of a super experience and speech analytics software is an increasingly vital tool in the contact center arsenal. Learn how speech analytics software can turn customer conversations into actionable insights in this blog post.
In this blog post, we'll delve into the intricacies of workforce engagement management (WEM), explore its benefits, and understand how it can be leveraged within contact centers for a competitive advantage.
Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
Get a deep dive on customer sentiment analysis and exactly how to leverage it to drive success in the contact center.
Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.
Learn how contact centers can enhance interactions with customers while optimizing business outcomes through contact center speech analytics
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
Learn how Cresta's industry-leading transcription technology works, and why it's critical to the success of the contact center
What is conversational intelligence and why does it matter to the contact center? Learn why and how conversational intelligence is transforming the modern contact center in our comprehensive guide.
Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.
Join us in a recap of our exhilarating week at CCW 2024 - hear about the customer sessions at our booth, many demos, and more!
Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role
Read our webinar recap to learn about the three primary drivers of customer experience and how that drives ROI, with insights from Forrester Senior Analyst Christina McAllister.
Cresta will be at CCW 2024 this year at Booth 609! Come hear from Mutual of Omaha and United Airlines on genAI for the contact center.
Learn more about AI copilots and how crucial real-time agent assist is to improving efficiency and driving employee engagement in the contact center.
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Learn why Forrester has named Cresta a leader and innovation juggernaut in the Forrester Wave: Real Time Revenue Execution, Q2 2024
Learn about how Cresta is leveraging fine tuned LLMs to power knowledge assist, summarization, and chat suggestions in this latest post on our foundation model, Ocean.
Meet Rich Wang, Director of Professional Services at Cresta. Learn what a day in the life looks like for him, how he approaches customer success, and why he chose Cresta.
Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.
Learn why Cresta has been recognized for the 3rd time on the Forbes AI 50 list of top artificial intelligence companies
Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.
Learn best practices for assessing and implementing generative AI in financial services.
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way
Learn why Cresta is recognized by Business Intelligence Group for delivering innovative knowledge management solutions to its customers
Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.
Learn how the relationship between generative AI and big data is poised to transform the way financial institutions operate, interact with customers, and drive growth
Read on to learn why Cresta has been recognized as a 'Rising Star Organization' by the 2024 CX Awards, which recognizes CX tech innovation.
Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.
Take a close look at Cresta’s front-end (FE) architecture: how the main FE repository is structured, our build and deployment processes, and our approach to code generation.
Learn why Cresta has been awarded Five9's VoiceStream Innovation Partner of the Year for the second year in a row, and what our winning partnership looks like for joint customers.
Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.
To clarify the value of generative AI in improving customer experience, Metrigy Research explored Generative AI’s Role in Rapid Advancement of CX in a recent whitepaper. We’ll highlight some of the report’s key insights to support your CX journey.
Today, we share an update to Ocean-1: A small 7B Ocean model beats GPT-4 in retrieval-augmented generation (RAG) while being 100x more cost-effective.
Is it better to build your own generative AI solution or to partner with an AI provider? Let's explore both sides of the debate to clarify the best path forward.
To help cut through the AI hype, call out common misconceptions, and offer predictions for AI in 2024, Cresta recently co-hosted a discussion with Opus Research, bringing together perspectives from leading industry experts on what lies ahead.
There’s a particularly compelling opportunity to fundamentally reimagine coaching and QA functions using generative AI. Learn how Vivint, a leading provider of home security systems, has evolved in these areas thanks to Cresta.
For revenue-generating and service-to-sales contact centers, personalization is no longer a nice-to-have. We'll explore 4 ways to scale personalization in the contact center.
Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
Value-add gamification is a compelling opportunity in the contact center. But how do you get a true reflection of your conversations without employees gaming the system?
One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.
Our Fall 2023 Release leverages state-of-the-art generative AI to transform contact center operations with enhancements to Knowledge Assist, Outcome Insights, and Opera.
In light of lackluster financial performance, telcos are increasingly unbundling their operations, and dealing with complicated dilemmas that emerge in the fallout. We’ll explore what those challenges look like, and outline how telco leaders can drive greater value from their ServCos.
It’s impossible to overstate the value of positive customer experiences, but businesses are clearly struggling to crack the code on quality care. Fortunately, generative AI can demystify care and help contact centers deliver the experiences customers crave.
For most managers, traditional coaching is time consuming, monotonous, and not all that effective. Let's explore where coaching goes wrong, the enterprise-wide impact of lackluster coaching, and what you can do about it.
Coaching is a long-established best practice for managers hoping to drive agent performance, but traditional coaching is time consuming and labor intensive, making it difficult for supervisors to effectively coach even a small team of agents — let alone scale coaching to entire contact centers.
Cresta’s CTO and co-founder, Tim Shi, recently discussed the impact if AI on revenue generating contact centers with analyst Jon Arnold. Here are highlights from that discussion.
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
Cresta’s CMO, Scott Kolman, recently caught up with CMSWire to discuss the generative AI buzz, the skepticism ingrained in traditional businesses like contact centers, and more
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.
Learn how Cresta's CS team gave back with a volunteer day in honor and memory of our coworker, Alfredo Dominguez.
Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
Cresta participated in CCW 2023, learning and educating attendees on how our generative AI-powered products transform the contact center.
AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.
We’ve created Ocean-1, a foundation model for the contact center. This large language model is the culmination of our experience in deploying generative AI systems for large enterprises and signifies our latest milestone in advancing the cutting edge AI technology for customer facing conversations.
Learn how to use ChatGPT to diagnose revenue opportunities in this latest post from Cresta's co-founder and principal data scientist.
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
Generative AI plays a critical role in supporting collections teams as they navigate a complex regulatory environment and growing volume, enabling better compliance and enhanced performance despite the external factors at play.
In this article, we aim to shed light on the recent advancements in generative AI and provide a view of how the future AI technology stack will unfold.
Real-time coaching can fundamentally change the contact center. But it will especially impact two types of contact center agents. Read on to learn more!
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits. Read on for best practices on implementing and deploying this technology most effectively.
Cresta fielded a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises. Here is a sneak peek at just three of the findings from our new report.
Learn more about Cresta's Post-Call solution, which increases agent effectiveness through outcome-oriented coaching and business insights.
Read on for an update from Cresta's leadership on what's to come in Cresta's bright future.
Learn more about how Cresta integrates with AWS to improve our shared customers' experiences.
Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.
Cresta co-founders and CMO explore the real ways that generative AI will impact the contact center and all of the many ways contact centers stand to benefit from AI adoption in this webinar replay.
Learn about the latest solutions and enhancements to Cresta's real-time intelligence platform, powered by generative AI.
Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?
We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.
ChatGPT, a recently released Generative AI model, has taken the world by storm and sparked the interest of business executives. Its ability to generate fluent and useful text has understandably captured the attention of many leaders, across a wide variety of industries, looking to stay ahead of the curve.
Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.
Aragon Research, Inc has released their latest report, Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report, listing Cresta in the “Innovator” section. The report is the first of its kind as it specifically focuses on conversational AI capabilities and solutions targeted to the contact center.
Four trends continue to have tremendous impact on the intersection of contact centers and generating value in the insurance industry, and require a strategic and full response.
Through analyzing more than 340,000 inbound sales conversations across a variety of industries, we were able to uncover the key behaviors that top sales performers are doing, that most predict a value add for both customers and businesses.
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
Aragon Research’s Hot Vendor Awards are a yearly opportunity to select and recognize companies across different markets that are ‘noteworthy, visionary, and innovative.’ Cresta has been specifically recognized in the category of AI for the Contact Center.
Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.
How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.
As customer service agents grapple with high volume and increased pressure, it’s harder than ever to perform well. Agents who are good at their jobs are happier (and vice versa) — happy agents are less likely to leave. But long ramp times and short tenure mean many agents only achieve proficiency right before churning. Read this blog post to learn more why contact center should want to make their agents happy.
When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!
Cresta’s Real-Time Coaching Platform helped Cox communications grow revenue per conversation by 30% and reduce ramp time by 2 weeks. Read this blog post to learn how!
Cresta and Five9: Teaming up to create the Intelligent Contact Center
The Cresta Summer 2022 Release: An all-in-one AI platform for the modern contact center that makes it easy to go from insight to action in no time.
After Call Work is one of the biggest time wasters in the modern Contact Center. Agents spend a whopping ⅓ of call time on post-call activities...
Today, Cresta is excited to announce that we’re expanding our security compliance footprint with our recent achievement of TISAX compliance.
Introducing Omni Search and Guided Workflows. Now agents have everything they need to be a top performer on day one. No more searching for answers and workflows across knowledge bases.
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for coaching and scoring. Managers can score conversations, monitor agent performance over time, and create data-backed coaching plans, all through a single console.
Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.
Contact center leaders can use three simple but effective strategies to reduce agent turnover, improve agent well-being, and create a healthy and sustainable culture. Read the blog now.
Security of the Cresta platform is a core part of our strategy and competitive advantage. Cresta leverages GitHub in our software supply chain to ship secure code and cultivate a culture of security at Cresta.
Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.
Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.
Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.
Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.
No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.
Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.
Learn the different methods Cresta's AI uses to understand the complexities of human conversation.
Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
Demand for customer support continues to grow not only in size but complexity.
In contact centers, we’ve heard time and time again: the bedrock of customer exp
Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.
Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.
Cresta’s real-time coaching provides contact center agents with versatile coaching in-the-moment. By going beyond 1:1 coaching sessions and putting coaching into action during customer conversations, teams are able to unlock new levels of productivity.
Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.
Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.
Unsurprisingly, these are three utterances that were completely absent from the 1.84 million customer conversations we analyzed from more than 15 contact centers to determine which swear words are most used by contact center agents.
We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?
In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.
Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.
I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.
Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.
The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.
Migrate toGraphQL using the Apollo Client library to take advantage of advance GraphQL features.
Cresta's path to a robust API layer that allows us to support our 1st party usage and potential future 3rd party usage
Taking Customer Care from a cost center to a value center
AI shines best when it's collaborating with humans.
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
Imagine if every employee performed like a top performer?
Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
At Cresta, we’re on a mission to enable everyone to be 100x as effective at work. And today, we’re excited to announce our $50M Series B round of funding.
Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.
We’re excited to share our Spring 2021 Release: The Sound of Expertise.
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
Create a seamless customer experience that passes customers from expert chat bot to expert agent.
Learn more about Cresta’s compliance and security capabilities, including SOC2 Type II and SSO.
Cresta's Spring Launch is packed with new features and improvements to drive customer value and make our users happy.
Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.
Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer
With so many disruptions affecting workers, business leaders have a tremendous opportunity to
How we reduced our labeling cost and efforts by over 10x, while continuously pushing our accuracy benchmarks forward
Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...
How we made a new controllable language model to make chat agents more effective by making them follow best actions.
Now, customers can easily bring contact center solutions into their business, and immediately add Cresta’s unique ability to quickly improve each agent in their real-time interactions.
John brings more than 30 years of experience in the technology industry to Cresta’s board.
Real-Time Assistance and Conversational Insights for Customer Service Teams
AI-powered products are more prevalent than ever before: automatically organizing your photos, driving a car without any human input, and helping you craft a perfect email.
Think about the last time you taught someone something difficult. Did you just tell them...
Curious to know how your virtual contact center strategy is faring? We asked a panel of ex...
As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...
Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”
