Blog - Industry News

How Gamification Can Keep Your Contact Center Agents Engaged

Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.

What Comes Next? Taking Contact Center QA From Reactive to Proactive

Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.

Series C: The Contact Center is the Front Door of Your Business

Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.

How to Clone Your Best Agents (Ethically)

Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.

Why Transcription is Vital to Contact Center AI

No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.

Reducing Ramp Time & Agent Attrition in Contact Centers

Why You Need Agent Assist for Your Contact Center

Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.

5 Takeaways from CCW Vegas 2021

Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.

3 Future-Forward Contact Center Performance Management Tips

Demand for customer support continues to grow not only in size but complexity.

CX Employee Experience: How to Help Agents Love What They Do

In contact centers, we’ve heard time and time again: the bedrock of customer exp

Contact center employee churn: How to stop the revolving door

Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.

Can You Hear a Smile?

Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.

Contact Center ROI: Transform Cost Centers into Value Centers

Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.

Close the Retention Performance Gap with Real-Time Coaching

Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.

The 4 “Magic” Behaviors that Close Sales Performance Gaps

We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?