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.
Cresta’s CTO and co-founder, Tim Shi, recently discussed the impact if AI on revenue generating contact centers with analyst Jon Arnold. Here are highlights from that discussion.
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
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.
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.
Cresta’s Real-Time Coaching Platform helped Cox communications grow revenue per conversation by 30% and reduce ramp time by 2 weeks. Read this blog post to learn how!
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.
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?
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
Imagine if every employee performed like a top performer?
