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.
Scale for Success with Real-Time Customer Service AI
In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.
Contact Center AI: Fuel Lasting Success in Modern CX
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.
How Conversational AI Helps Build A High-Performing Support Team
Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.
6 Reasons I Joined Cresta After Google
I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.
Average Handle Time Isn’t Sexy But It’s Vital for Modern Contact Centers
Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.
Why Contact Center AI is a Big Deal for Customer-Focused Brands
The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.
How Science Fiction Inspires Human-AI Collaboration at Cresta
AI shines best when it's collaborating with humans.
An Innovative Approach to Closing the Agent Performance Gap
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
What is the Performance Gap Costing Your Business Each Year?
Imagine if every employee performed like a top performer?
Prioritizing the CX Metrics That Matter
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated
Investing in Cresta: Supercharging Agents in Real-Time
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
Scaling Behavior Change Across 1,000 People
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
How To Maximize Contact Center Productivity: The Complete Guide
Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.
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