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.
Report: Sales Effectiveness in Revenue-Generating Contact Centers
Cresta fielded a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises. Here is a sneak peek at just three of the findings from our new report.
3 Ways AI Will Transform Operations Across the Enterprise
Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.
How Will the Adoption of Generative AI Impact the Contact Center?
Cresta co-founders and CMO explore the real ways that generative AI will impact the contact center and all of the many ways contact centers stand to benefit from AI adoption in this webinar replay.
How do Americans Feel About Engaging Virtually?
Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.
Seven Predictions for Generative AI in the Contact Center
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
Stop the Revolving Door: How to Reduce Attrition in the Contact Center
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
Why Personalization is Central to the Smart Contact Center
We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.
4 Trends Shaping Contact Centers in the Insurance Industry
Four trends continue to have tremendous impact on the intersection of contact centers and generating value in the insurance industry, and require a strategic and full response.
4 Sales Behaviors Proven to Increase Revenue and Drive Conversions
Through analyzing more than 340,000 inbound sales conversations across a variety of industries, we were able to uncover the key behaviors that top sales performers are doing, that most predict a value add for both customers and businesses.
Three Ways AI Supercharges Your Contact Center
Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.
A Three-Phased Guide to Happier Agents
As customer service agents grapple with high volume and increased pressure, it’s harder than ever to perform well. Agents who are good at their jobs are happier (and vice versa) — happy agents are less likely to leave. But long ramp times and short tenure mean many agents only achieve proficiency right before churning. Read this blog post to learn more why contact center should want to make their agents happy.
Simplifying The Agent Workflow
Introducing Omni Search and Guided Workflows. Now agents have everything they need to be a top performer on day one. No more searching for answers and workflows across knowledge bases.
The 15 Critical Contact Center KPIs to Track
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
What to do About the New World of High-End Retail
When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...
Real-Time Adherence: Keeping Contact Center Agents on Track
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
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