Optimizing Workflows: Enhance Agent Experience and Drive Better Results
Learn how optimizing workflows allows contact centers to harness the full potential of AI, enhancing the agent experience.
Best Practices
Closing Last-Mile Quality Management Gaps: The Role of Screen Recording in Contact Centers
Contact centers handle complex customer interactions, but fragmented tools often create inefficiencies and compliance challenges. Cresta's new screen recording feature closes this gap in quality management, providing comprehensive visibility into agent interactions. From ensuring regulatory compliance to driving performance improvements, screen recording is transforming contact center operations.
7 Benefits of Call Center Quality Monitoring Software
Learn about the key benefits that come from call center quality monitoring software, including increased customer satisfaction, streamlined compliance, and cost savings.
Happier Holidays: How Retail Contact Centers Can Tackle Seasonal Demands with AI
Retail contact centers are under immense pressure during the holiday season, as shoppers expect seamless and efficient support. AI-driven solutions can help tackle this demand surge by automating routine inquiries, enhancing personalization, and ensuring a smooth omnichannel experience. Learn how AI enables retail contact centers to deliver exceptional service, foster customer loyalty, and streamline operations during the busiest time of year.
The Role of People in AI Maturity: Building a Culture of AI-Readiness in Your Contact Center
Achieving AI maturity requires more than advanced tools—it’s about creating a culture where teams embrace AI as a partner, not a threat. Learn how fostering collaboration, growth mindsets, and reskilling programs can drive AI success in your contact center.
Navigating Call Recording in Modern Contact Centers
With an ever-growing push for high-quality customer interactions and insights, recording customer service calls in the contact center has become both a practical necessity and a significant ethical and regulatory consideration. Read this blog to learn key considerations for securing customer consent.
Agent Empowerment: The Future of Contact Center Performance Management
In this blog, dive into the evolving landscape of contact center performance management and explore why agent empowerment is an increasingly central theme.
Customer experience optimization: Everything you need to know
In this deep dive, understand how companies can improve their business across every touchpoint through customer experience optimization.
Elevating contact center performance coaching: The AI-driven path to excellence
Learn about how generative AI is impacting contact center performance coaching, streamlining efficiency and performance.
Why workforce optimization software is no longer optional
Contact centers need to deliver seamless, personalized, and efficient service. This is where workforce optimization (WFO) software shines, transforming the way contact centers operate and setting the stage for a future where every interaction is not just managed, but optimized.
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.
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.
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.
How to turn great customer service into sales opportunities with generative AI
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Best practices for mastering generative AI in financial services
Learn best practices for assessing and implementing generative AI in financial services.
What is automated quality management? – And why is it integral to transforming contact center operations?
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
3 key considerations for successfully deploying AI for customer care
Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way
How Brinks saves time, cuts costs, and drives improvement with Cresta
Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.
The intersection of generative AI and big data: A turning point for financial services
Learn how the relationship between generative AI and big data is poised to transform the way financial institutions operate, interact with customers, and drive growth
How Vivint transformed contact center performance management and QA with Cresta
Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.
Streamlining front-end development: Insights from Cresta’s tech stack
Take a close look at Cresta’s front-end (FE) architecture: how the main FE repository is structured, our build and deployment processes, and our approach to code generation.
Responsible AI: Cresta’s approach
Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.
Build vs. Buy: Pros and cons of building your own generative AI solution
Is it better to build your own generative AI solution or to partner with an AI provider? Let's explore both sides of the debate to clarify the best path forward.
Unlocking personalization at scale with the power of AI
For revenue-generating and service-to-sales contact centers, personalization is no longer a nice-to-have. We'll explore 4 ways to scale personalization in the contact center.
Security as a competitive advantage: evolving with the threat environment
Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
How to gamify (not game) with Generative AI in the contact center
Value-add gamification is a compelling opportunity in the contact center. But how do you get a true reflection of your conversations without employees gaming the system?
How to maximize the value of your telco’s ServCo (and why it’s so urgent)
In light of lackluster financial performance, telcos are increasingly unbundling their operations, and dealing with complicated dilemmas that emerge in the fallout. We’ll explore what those challenges look like, and outline how telco leaders can drive greater value from their ServCos.
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.
The Impact of Generative AI on Revenue-Generating Contact Centers
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
5 Reasons Your Post-Call Solution is Letting You Down
If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
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.
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.
Does One Large Language Model Fit All?
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
