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.
Best Practices
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.
Sales Performance Gap 2.0: Deliver the Outcomes your Contact Center Needs
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
How Five9 and Cresta Work Together For Exceptional Customer Experiences
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
Four Key Ways to Ensure Your Generative AI Plan is Ready
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.
Reimagining Post-Call Through the Power of AI
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
How Generative AI Can Help Collections Teams Navigate Regulations
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.
Two Types of Contact Center Agents Most Impacted by Real-Time Coaching
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!
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.
4 Ways Porsche is Driving Best-in-Class Customer Experience
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
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.
Cresta’s Real-Time Intelligence: 6 Ways our Generative AI is Different
What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?
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.
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.
How Cresta Helps Airlines Improve Customer and Agent Experience
When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!
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...
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.
3 Effective Strategies for Reducing Contact Center Turnover
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.
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.
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.
Cresta Insights Report: Reducing Ramp Time & Agent Attrition
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.
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.
Driving Better CX to Celebrate Life’s Big and Small Moments
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
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.
3 Compounding Benefits of AI-Driven, Real-Time Coaching
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.
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?
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.
