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.
How generative AI helps drive efficiency and effectiveness in care organizations
It’s impossible to overstate the value of positive customer experiences, but businesses are clearly struggling to crack the code on quality care. Fortunately, generative AI can demystify care and help contact centers deliver the experiences customers crave.
Creating the super coach: How AI elevates contact center managers
For most managers, traditional coaching is time consuming, monotonous, and not all that effective. Let's explore where coaching goes wrong, the enterprise-wide impact of lackluster coaching, and what you can do about it.
Cresta CTO & Co-Founder on Driving Contact Center Revenue with AI
Cresta’s CTO and co-founder, Tim Shi, recently discussed the impact if AI on revenue generating contact centers with analyst Jon Arnold. Here are highlights from that discussion.
The Impact of Generative AI on Revenue-Generating Contact Centers
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
Cresta CMO Talks Generative AI and the Future of Contact Centers with CMSWire
Cresta’s CMO, Scott Kolman, recently caught up with CMSWire to discuss the generative AI buzz, the skepticism ingrained in traditional businesses like contact centers, and more
Generative AI Transforms Travel and Hospitality Contact Centers
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
Bridging the Performance Gap: Identifying Behaviors for Powerful Sales Outcomes
In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.
John Donovan on the Potential of Large Language Models in the Enterprise
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Sales Performance Gap 2.0: Deliver the Outcomes your Contact Center Needs
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
New report: The Inner Circle Guide to Next-Generation Customer Contact
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
Four Key Ways to Ensure Your Generative AI Plan is Ready
AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.
How to Use ChatGPT to Diagnose Revenue Opportunities
Learn how to use ChatGPT to diagnose revenue opportunities in this latest post from Cresta's co-founder and principal data scientist.
How Generative AI Can Help Collections Teams Navigate Regulations
Generative AI plays a critical role in supporting collections teams as they navigate a complex regulatory environment and growing volume, enabling better compliance and enhanced performance despite the external factors at play.
Two Types of Contact Center Agents Most Impacted by Real-Time Coaching
Real-time coaching can fundamentally change the contact center. But it will especially impact two types of contact center agents. Read on to learn more!
ABCs of Contact Centers: The Tech Driving Modern Customer Experience
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits. Read on for best practices on implementing and deploying this technology most effectively.
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