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Welcome to The Cresta Blog

Cresta and Five9: Teaming up to create the...

Cresta and Five9: Teaming up to create the Intelligent Contact Center Combining The…

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Summer-22-Release-Hero-Text

Announcing Our Summer ’22 Release – Powering Insight...

Want to see these features live? Register for our Summer 2022 Release Live…

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Introducing Automatic Summarization

Cresta Agent Assist just got even better: Introducing Automatic Summarization After Call Work…

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Cresta Achieves TISAX Compliance

TISAX and Cresta Today, Cresta is excited to announce that we’re expanding our…

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Agent Workflow

Simplifying The Agent Workflow

Cresta Agent Assist just got even better: Introducing Omni Search and Guided Workflows. …

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The 15 Critical Contact Center KPIs to Track

Most successful organizations track key performance indicators (KPIs) to make informed business decisions….

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How The World of High-End Retail Has Changed...

Read the full report in our latest eBook, “Driving High-End Retail With AI,”…

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Real-Time Adherence for Contact Centers

Real-Time Adherence: Keeping Contact Center Agents on Track

Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There’s…

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Introducing Coaching Plans and Scorecards

Coaching and quality assurance (QA) programs are often top priorities for contact centers…

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Contact Center Gamification

How Gamification Can Keep Your Contact Center Agents...

Gamification is the secret to some of the most successful contact centers.  It…

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Stop the Revolving Door: Reducing Attrition in the...

Industry veteran and former contact center executive Brittany Bell and Cresta’s Head of…

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3 Effective Strategies For Reducing Contact Center Turnover

Being a contact center agent is arguably more demanding than ever. While traditional…

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Cresta’s Commitment to Security with GitHub

The contact center is the front door of today’s businesses. Whether it’s buying…

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What Comes Next? Taking Contact Center QA from...

Quality assurance (QA) is a key part of contact center performance management. Traditionally,…

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Series C Announcement: The Contact Center is the...

Real-Time Intelligence for the Contact Center Delivers Better Customer Experience Today we announced our…

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Cresta’s Commitment to HIPAA

Cresta furthers its commitment to security and privacy through the support for HIPAA…

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How to Clone Your Best Agents (Ethically)

Remember Dolly? Dolly the sheep? Born July 5, 1996, Dolly was the first…

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Why Transcription is Vital to Contact Center AI

Why Transcription is Vital to Contact Center AI Any fool can know. The…

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

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

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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,…

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Why You Need Agent Assist for Your Contact...

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

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How Cresta Understands Conversations

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

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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…

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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…

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

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

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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…

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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…

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Why Contact Center AI is a Big Deal...

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

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Graph QL

GraphQL for the React Redux Developer

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

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

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

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Cresta’s Summer ’21 Release

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

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How Science Fiction Inspires Human-AI Collaboration at Cresta

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

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Moving The Middle

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

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

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