New! Cresta Insights Report on Agent Ramp and Attrition! Read the full report here!

Experts On Day One

Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms,...

Holiday Inn Club Vacations: Driving Customer Obsession with...

“The real-time coaching has been a game changer… Having the new technology has…

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Reducing Ramp Time & Agent Attrition in Contact...

How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…

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Cresta Insights Report: Reducing Ramp Time & Agent...

How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…

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Why You Need Agent Assist for Your Contact...

Agent Assist as a Service for Contact Centers Real-Time Coaching Is Just the…

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How Cresta Understands Conversations

Artificial intelligence (AI) has become a critical component of the modern contact center….

Osman Javed Read More

5 Takeaways from CCW Vegas 2021

Cresta recently attended Customer Contact Week’s (CCW) annual conference in Las Vegas. After…

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Driving Better CX to Celebrate Life’s Big and...

“Cresta was a real game changer for us and very differentiated to anything…

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3 Future-Forward Contact Center Performance Management Tips

Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels….

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CX Employee Experience: How to Help Agents Love...

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

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Contact Center Employee Churn: How to Stop the...

Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels….

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Can You Hear a Smile?

Increased sales, larger deals, greater retention –– the benefits of offering great customer…

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3 Compounding Benefits of AI-Driven, Real-Time Coaching

“Through using this real-time AI, the organization is learning from all the conversations…

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Contact Center ROI: Transform Cost Centers into Value...

Like the call centers of yesteryear, modern customer service (CS) contact centers aren’t…

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Close the Retention Performance Gap with Real-Time Coaching

From the outside looking in, we tend to focus on results when comparing…

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2021’s Top 5 Contact Center Agent Swear Words

Gnashgab. Zooterkins. Scobberlotcher. Unsurprisingly, these are three utterances that were completely absent from…

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The 4 “Magic” Behaviors that Close Sales Performance...

We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations…

Osman Javed Read More

Scale for Success with Real-Time Customer Service AI

In contemporary marketing, the phrase “at scale” usually means big or more. But…

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Contact Center AI: Fuel Lasting Success in Modern...

While continuous improvement isn’t a new concept, understanding how to apply it within…

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What is Conversational AI

What is Conversational AI? And How Does it...

What is conversational AI? Dr. Linda Sapadin, writing for PsychCentral, provides a wonderful…

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6 Reasons I Joined Cresta After Google

Over the past 13 years, I helped build two successful businesses at Google….

Ping Wu Read More

Average Handle Time Isn’t Sexy But It’s Still...

Free throws in basketball aren’t sexy, but they’re fundamental. Footwork in baseball isn’t…

Osman Javed Read More

Why Contact Center AI is a Big Deal...

For customer-focused brands, the stakes for getting things right with customers were high…

Michael Parker Read More
Graph QL

GraphQL for the React Redux Developer

Overview GraphQL is a popular API query language for clients to access data…

Jerry Cheong Read More

Demo Day: Cresta’s Platform – Auth, APIs, and...

As Cresta scales its engineering org, a key driver for delivering business impact…

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How Science Fiction Inspires Human-AI Collaboration at Cresta

Illustrations by Gary Yankovich Artificial intelligence is often imagined as a foil to…

Jessica Zhao Read More
Moving The Middle

Moving the Middle: An Innovative Approach to Closing...

Every organization suffers from a performance gap between its top employees and the…

James Purvis Read More
Quantifying the Performance Gap

What is The Performance Gap costing your business...

We looked at over 100,000 customer conversations to quantify the gap between top…

Osman Javed Read More

4 Ways to Assist Contact Center Agents with...

Today’s modern contact center provides critical touchpoints for a variety of customer communications….

Nathan Sikes Read More