Last week, a crew of Crestans descended onto Las Vegas for this year’s Contact Center Week (CCW) event. This is an event designed to bring industry leaders and professionals together to talk network and connect on ‘cutting-edge customer contact strategies’. It was an action-packed week for us, with a booth on the floor and many activities going on.
On Thursday, we hosted our fantastic customer, Cox Communications, in the booth to share how they’ve implemented Cresta – and since grown revenue and optimized their digital experience. Stephanie DeWald, Vice President, Residential Sales and Retention Contact Centers and Kelli Pierson, Director of Call Center Sales Strategy talked about their main business goals: improve agent ramp time, uncover business insights, increase agent performance, and increase coaching effectiveness and efficiency.
From there, they talked about how this led to their decision to evaluate and ultimately implement Cresta: standardized sales and retention processes, the ability to track and analyze 100% of conversations – in real time, trend analysis to better understand the voice of the customer, and a unified platform. They also talked about how Cresta has transformed their team of managers and supervisors into “Super Coaches” who can coach, encourage, and engage with agents in real time on the topics and issues that matter most. To learn more about the success that Cox Communications has seen through their deployment of Cresta, read their customer story here.
Throughout the expo portion of the show, we also hosted two different live demos multiple times, designed to show Cresta’s products, powered by generative AI. Our first demo, Drive Revenue Growth with AI: Cresta for Sales, showed attendees how they can improve sales effectiveness and efficiency with winning sales behaviors. Our second demo, Increase Agent Effectiveness through Outcome-Oriented Coaching and Business Insights: Cresta Post-Call, walked through our Post-Call solution and illustrated to attendees the impact of reduced post-call work on contact center operations.
We also squeezed in some fun at the booth with a trike full of Outshine popsicles and then an evening trip to TopGolf. Check out some of our pictures from the event below – and if you aren’t already, catch up with us on Twitter, LinkedIn, and Instagram!