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.
Employee Engagement
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.
What is real-time agent assist and how does it work?
Learn more about AI copilots and how crucial real-time agent assist is to improving efficiency and driving employee engagement in the contact center.
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?
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!
Case Study: Fortune 500 Company Drove 7% Increase in Revenue
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
Three Ways AI Supercharges Your Contact Center
Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.
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.
Real-Time Adherence: Keeping Contact Center Agents on Track
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
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.
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.
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.
Can You Hear a Smile?
Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.
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.
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.
2021’s Top 5 Contact Center Agent Swear Words
Unsurprisingly, these are three utterances that were completely absent from the 1.84 million customer conversations we analyzed from more than 15 contact centers to determine which swear words are most used by contact center agents.
4 Ways to Assist Contact Center Agents with AI & Automation
Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond
Investing in Cresta: Supercharging Agents in Real-Time
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
Scaling Behavior Change Across 1,000 People
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
A Modern Approach To Improve Employee Engagement & Satisfaction
With so many disruptions affecting workers, business leaders have a tremendous opportunity to
