Blog
Introducing Cresta’s Agent Operations Center: A Unified Command Center for Human and AI Agents
Cresta’s Agent Operations Center is the unified command hub for supervising human and AI agents in real time. Monitor live conversations, guide interactions instantly, and ensure automation delivers accurate, compliant, and on-brand experiences at scale.
Why Customers Are Calling Your Contact Center Pissed Off - and How to Change It
In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.
Customer experience optimization: Everything you need to know
In this deep dive, understand how companies can improve their business across every touchpoint through customer experience optimization.
Elevating contact center performance coaching: The AI-driven path to excellence
Learn about how generative AI is impacting contact center performance coaching, streamlining efficiency and performance.
Why workforce optimization software is no longer optional
Contact centers need to deliver seamless, personalized, and efficient service. This is where workforce optimization (WFO) software shines, transforming the way contact centers operate and setting the stage for a future where every interaction is not just managed, but optimized.
Building modern security teams: What makes Cresta different
Hear from Cresta's Head of Security & Compliance on how modern security teams are evolving, and how Cresta's approach is different.
3 Tips for successful AI transformation
Get three key tips to a successful AI transformation, straight from David Garza, VP of Sales & Sales Operations at Brinks Home after his own successful AI implementation and deployment.
Cresta Crew: Rachel Bloch, Conversational AI Designer
In this installment of Cresta Crew, we shine a spotlight on Rachel Bloch, Conversational AI Designer at Cresta, and learn what that means, what a day in the life looks like for her, and what trends she foresees for AI in the contact center.
Decoding customer satisfaction: The power of CX analytics
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.
How to leverage quality management to modernize the contact center
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.
How can speech analytics software improve your contact center?
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.
What is workforce engagement management for the contact center?
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.
The importance of PII redaction software for contact centers
Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision
Why Driving Down Average Handle Time is Costing You Money
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.
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