4 ways Porsche is driving best-in-class customer experience
In case you missed it, last week Cresta Customer Success leader, Chris Reese,…
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Stop the revolving door: How to reduce attrition...
It’s no secret that one of the biggest challenges facing the contact center…
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Understanding Cresta’s real-time intelligence: 6 ways our generative...
Cresta customers love that our all-in-one AI-powered platform drives tangible results for them;…
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Why personalization is central to the smart contact...
Last week, we hosted a webinar, Making Your Contact Center a Smart Contact…
Nicky Budd-Thanos Read More
4 trends shaping contact centers in the insurance...
Did you know that contact centers have seen a 300% increase in call…
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4 Sales Behaviors Proven to Increase Revenue and...
Just before the holidays, Cresta’s CMO, Scott Kolman and VP of Sales, Matt…
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A Three-Phased Guide to Happier Agents
Customer service is a demanding profession. That’s not exactly a revelation — contact…
Cresta Team Read More
How Short Staffed Airlines Can Turn an Impasse...
The last couple of years have been a bumpy ride for airlines. Demand…
Cresta Team Read More
The 15 Critical Contact Center KPIs to Track
Most successful organizations track key performance indicators (KPIs) to make informed business decisions….
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3 Effective Strategies For Reducing Contact Center Turnover
Being a contact center agent is arguably more demanding than ever. While traditional…
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What Comes Next? Taking Contact Center QA from...
Quality assurance (QA) is a key part of contact center performance management. Traditionally,…
Osman Javed Read More
How to Clone Your Best Agents (Ethically)
Remember Dolly? Dolly the sheep? Born July 5, 1996, Dolly was the first…
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Why Transcription is Vital to Contact Center AI
Why Transcription is Vital to Contact Center AI Any fool can know. The…
Osman Javed Read More
Reducing Ramp Time & Agent Attrition in Contact...
How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…
Cresta Team Read More
Cresta Insights Report: Reducing Ramp Time & Agent...
How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity,…
Cresta Team Read More
Why You Need Agent Assist for Your Contact...
Agent Assist as a Service for Contact Centers Real-Time Coaching Is Just the…
Jim Lundy Read More
Driving Better CX to Celebrate Life’s Big and...
“Cresta was a real game changer for us and very differentiated to anything…
Cresta Team Read More
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…
Cresta Team Read More
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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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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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…
Osman Javed Read More
Contact Center AI: Fuel Lasting Success in Modern...
While continuous improvement isn’t a new concept, understanding how to apply it within…
Osman Javed 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
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
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
Prioritizing The CX Metrics That Matter
Metrics can define an organization’s culture and operational style. They’re also a key…
Nathan Sikes Read More
Scaling Behavior Change Across 1,000 People
“Run a mile in under 6 minutes.” “Meditate once a day.” “Eat avocado…
Shubham Gupta · Lars Mennen · Jessica Zhao Read More
Expertise From Chat Bot to Agent: An End-to-End...
The Status Quo: In speaking with the world’s leading brands, it became clear…
Andrew Lim Read More
Maximizing Contact Center Productivity
Contact centers are operationally-complex and offer no shortage of challenges for managers and…
Nathan Sikes Read More
Improve Your NPS with Cresta
Call centers have been flooded with an unprecedented amount of call volume since…
James Purvis Read More
A Modern Approach To Improving Employee Engagement &...
The global pandemic has brought on a monumental shift in the way many…
Nathan Sikes Read More
What’s Your Average Handle Time (AHT)?
What is Average Handle Time and How Can You Improve It? Average Handle…
Nathan Sikes Read More
3 Keys for Creating Understandable AI Product Experiences
AI-powered products are more prevalent than ever before: automatically organizing your photos, driving…
Devin Liu Read More
So You’ve Moved to a Virtual Contact Center....
Curious to know how your virtual contact center strategy is faring? We asked…
Andrew Meissbach Read More
When contact changes: Our five lessons from transitioning...
As the world unites to slow the spread of COVID-19, businesses are stepping…
Andrew Meissbach · S. Zayd Enam Read More