Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
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?
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.
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.
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.
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
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
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
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.
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
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.
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!
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.
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
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.
What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?
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.
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.
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.
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.
When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
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.
Contact center leaders can use three simple but effective strategies to reduce agent turnover, improve agent well-being, and create a healthy and sustainable culture. Read the blog now.
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.
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.
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.
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.
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.
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
Demand for customer support continues to grow not only in size but complexity.
In contact centers, we’ve heard time and time again: the bedrock of customer exp
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.
Cresta’s real-time coaching provides contact center agents with versatile coaching in-the-moment. By going beyond 1:1 coaching sessions and putting coaching into action during customer conversations, teams are able to unlock new levels of productivity.
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.
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.
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?
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.
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.