Four benchmarks every contact center leader should know
Leveraging generative AI to power productivity
We all know the tried and true “typical” contact center metrics or key performance indicators (KPIs), but the contact center is constantly evolving. How can leaders think in different, innovative ways to drive productivity, efficiency, and reduce friction? How can they gain insight into customer behavior while also benefiting the organization longer-term?
In our new ebook, we do a deep dive into four benchmarks that can give you and your team extra nuance. You’ll learn:
- A new approach to driving and measuring revenue in the contact center
- A breakdown of the key components that go into average handle time
- How generative AI unlocks excellence across all four of these benchmarks
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Introducing Cresta CLI
Cresta CLI is a command-line interface for the Cresta platform. Developers and the coding agents they work with can read an AI agent's full configuration, query real production conversations, traces, and feedback, script those results into the tools their team already uses, and run tests and deploys inside their own CI/CD pipeline.
Meet Cresta: The Unified Platform for Human + AI Agents
See how leading brands are transforming customer experience and driving greater efficiency with Cresta, the unified platform for human and AI agents.
How Sunbit scaled VIP-level service to millions of customers with Cresta AI
Sunbit's contact center was growing faster than their IVR could handle. By replacing their tree-based phone system with Cresta's AI voice agent and layering in real-time agent assist and 100% QA coverage, Sunbit contained 50% of interactions autonomously, cut routing time from 90 seconds to five, and drove average handle times down 10% — while customer satisfaction went up.