New! Cresta Insights Report on Agent Ramp and Attrition! Read the full report here!

Experts On Day One

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

Holiday Inn Club Vacations: Driving Customer Obsession with...

“The real-time coaching has been a game changer… Having the new technology has…

Cresta Team Read More

Reducing Ramp Time & Agent Attrition in Contact...

How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…

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Cresta Insights Report: Reducing Ramp Time & Agent...

How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…

Cresta Team Read More

Why You Need Agent Assist for Your Contact...

Agent Assist as a Service for Contact Centers Real-Time Coaching Is Just the…

Jim Lundy Read More

How Cresta Understands Conversations

Artificial intelligence (AI) has become a critical component of the modern contact center….

Osman Javed Read More

5 Takeaways from CCW Vegas 2021

Cresta recently attended Customer Contact Week’s (CCW) annual conference in Las Vegas. After…

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Driving Better CX to Celebrate Life’s Big and...

“Cresta was a real game changer for us and very differentiated to anything…

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3 Future-Forward Contact Center Performance Management Tips

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

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CX Employee Experience: How to Help Agents Love...

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

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Contact Center Employee Churn: How to Stop the...

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

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Can You Hear a Smile?

Increased sales, larger deals, greater retention –– the benefits of offering great customer…

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

“Through using this real-time AI, the organization is learning from all the conversations…

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Contact Center ROI: Transform Cost Centers into Value...

Like the call centers of yesteryear, modern customer service (CS) contact centers aren’t…

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Close the Retention Performance Gap with Real-Time Coaching

From the outside looking in, we tend to focus on results when comparing…

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2021’s Top 5 Contact Center Agent Swear Words

Gnashgab. Zooterkins. Scobberlotcher. Unsurprisingly, these are three utterances that were completely absent from…

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The 4 “Magic” Behaviors that Close Sales Performance...

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

Osman Javed Read More

Scale for Success with Real-Time Customer Service AI

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

Osman Javed Read More

Contact Center AI: Fuel Lasting Success in Modern...

While continuous improvement isn’t a new concept, understanding how to apply it within…

Osman Javed Read More
What is Conversational AI

What is Conversational AI? And How Does it...

What is conversational AI? Dr. Linda Sapadin, writing for PsychCentral, provides a wonderful…

Osman Javed Read More

6 Reasons I Joined Cresta After Google

Over the past 13 years, I helped build two successful businesses at Google….

Ping Wu Read More

Average Handle Time Isn’t Sexy But It’s Still...

Free throws in basketball aren’t sexy, but they’re fundamental. Footwork in baseball isn’t…

Osman Javed Read More

Why Contact Center AI is a Big Deal...

For customer-focused brands, the stakes for getting things right with customers were high…

Michael Parker Read More
Graph QL

GraphQL for the React Redux Developer

Overview GraphQL is a popular API query language for clients to access data…

Jerry Cheong Read More

Demo Day: Cresta’s Platform – Auth, APIs, and...

As Cresta scales its engineering org, a key driver for delivering business impact…

Osman Javed Read More

Cresta’s Summer ’21 Release

Special thank you to Cresta’s Care Squad – Saurabh Misra, Michael Wang, Paul…

Osman Javed Read More

How Science Fiction Inspires Human-AI Collaboration at Cresta

Illustrations by Gary Yankovich Artificial intelligence is often imagined as a foil to…

Jessica Zhao Read More
Moving The Middle

Moving the Middle: An Innovative Approach to Closing...

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

James Purvis Read More
Quantifying the Performance Gap

What is The Performance Gap costing your business...

We looked at over 100,000 customer conversations to quantify the gap between top…

Osman Javed Read More

4 Ways to Assist Contact Center Agents with...

Today’s modern contact center provides critical touchpoints for a variety of customer communications….

Nathan Sikes Read More
CX Metrics That Matter

Prioritizing The CX Metrics That Matter

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

Nathan Sikes Read More

Investing in Cresta: Supercharging Agents in Real-Time

Nailing customer experience is tough. Every conversation, across every channel, counts. And while…

Carl Eschenbach · Kais Khimji · Ben Horowitz Read More

A Letter From The Founders

At Cresta, we’re on a mission to enable everyone to be 100x as…

S. Zayd Enam · Tim Shi · Sebastian Thrun Read More

Suggestions Director

Today we are announcing the launch of the Suggestions Director which empowers contact…

Saurabh Misra · Wu a Motoki Read More

Announcing Cresta for Voice

We are excited to announce Cresta for Voice and bring Cresta’s Real-time Expertise…

Tim Shi · Osman Javed Read More

Cresta’s Spring Release

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

Osman Javed Read More

Scaling Behavior Change Across 1,000 People

“Run a mile in under 6 minutes.” “Meditate once a day.” “Eat avocado…

Shubham Gupta · Lars Mennen · Jessica Zhao Read More

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

The Status Quo: In speaking with the world’s leading brands, it became clear…

Andrew Lim Read More

Enterprise-Grade Security and Monitoring

tl;dr Cresta has SOC-2 Type 2 security compliance with no findings. Cresta can…

J. Matt Peterson Read More

Spring Launch: But wait, there’s more!

Cresta’s Spring Launch is packed with new features and improvements to drive customer…

Lars Mennen Read More

Maximizing Contact Center Productivity

Contact centers are operationally-complex and offer no shortage of challenges for managers and…

Nathan Sikes Read More
Improve NPS with Cresta

Improve Your NPS with Cresta

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

James Purvis Read More
Improve employee engagement

A Modern Approach To Improving Employee Engagement &...

The global pandemic has brought on a monumental shift in the way many…

Nathan Sikes Read More
LabelingCoverImage

How We Reduced Our Labeling Cost by 10x

At Cresta, we are democratizing expertise for sales and support teams by making…

Navjot Matharu Read More
What's Your AHT?

What’s Your Average Handle Time (AHT)?

What is Average Handle Time and How Can You Improve It? Average Handle…

Nathan Sikes Read More
Action-Directed Language Model

Action Directed GPT-2

At Cresta, we empower sales and support agents that talk to their customers…

Saurabh Misra Read More