Blog - Industry News
The Hybrid Workforce is Here: What CX Leaders Must Get Right in 2026
AI is no longer just a productivity layer in the contact center — it’s becoming part of the workforce itself. In this preview of our upcoming webinar, we explore what the “hybrid workforce” really means for CX leaders in 2026, how human and AI agents will work together at scale, and what organizations must get right now to design, govern, and measure this new operating model.
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.
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
How to use customer sentiment analysis to drive contact center success
Get a deep dive on customer sentiment analysis and exactly how to leverage it to drive success in the contact center.
What is contact center speech analytics?
Learn how contact centers can enhance interactions with customers while optimizing business outcomes through contact center speech analytics
What is customer experience analytics?
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
Contact center call recording software: What you need to know
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
Why transcription accuracy is crucial for optimizing performance 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? A comprehensive quick-start guide
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.
Contact center agent performance management: 6 tips to maximize results
Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.
How AI and digital messaging are transforming customer service
Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role
The three primary drivers of customer experience - and ROI
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.
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