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
View more resources
Fireside Chat: How CX Leaders Turn AI Hype into Reality
Join this session to see how CX leaders cut through the noise, align on priorities, and build data-driven AI roadmaps.
Windstar Cruises + Cresta: Scaling a High-Touch Guest Experience with AI
Delivering a luxury, guest-first experience at scale isn’t easy, especially when every interaction needs to feel personal. See how Windstar Cruises uses Cresta to support agents in real time, unlock insights from every conversation, and elevate the contact center experience. By leveraging AI across chat and voice, Windstar is able to contain 70% of chats, increase conversion, and analyze 100% of interactions, giving agents the confidence and context to act as true travel advisors. The result: faster answers, more personalized service, and a more data-driven approach to delivering exceptional guest experiences.
United Airlines + Cresta: Helping Customer Experience Take Flight
Delivering exceptional customer experiences at global scale requires more than data, it requires action. See how United Airlines uses Cresta to transform contact center conversations into real-time guidance, helping agents respond with confidence, consistency, and speed. By unlocking insights from every interaction, United empowers teams to elevate service quality, improve operational efficiency, and create better experiences for millions of travelers.