Rethinking Success in the Contact Center: The 2025 Benchmarking Guide
AI is changing the game for understanding success in the contact center in 2025. Traditional metrics like handle time and deflection no longer tell the full story. In today’s AI-enabled contact centers, the real measure of success is impact: on the customer, on the business, and on your brand.
In this guide, you’ll discover how leading organizations are redefining performance with modern, predictive, and outcome-driven benchmarks. Whether you’re scaling AI agents or optimizing hybrid teams, this is your blueprint for measuring what matters.
Download the guide to learn:
- Which legacy KPIs still matter — and which to retire
- How to evaluate AI agent performance beyond deflection
- Why unified benchmarking across AI and humans is now essential
Get the insights top CX leaders are using to build AI-ready contact centers – download the ebook today.
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From Metrics to Meaning: Insights from the 2025 Benchmarking Study
Join us to gain a clear view of where contact center excellence is heading, and how to position your organization at the forefront of this transformation.
Cresta Launches Automated AI Agent Testing: Closing the Trust Gap in Enterprise AI
With the launch of its Automated AI Agent Testing suite, the company introduces a way to use AI to test AI, giving enterprises the assurance that every AI agent released is accurate, compliant, and production-ready.
Introducing Cresta's Automated AI Agent Testing suite
Trust in AI isn’t assumed, it’s earned through comprehensive, disciplined testing. Cresta’s Automated AI Agent Testing suite validates every release with expert-aligned LLM judges, simulated customers that uncover edge cases, and in-product feedback loops that turn conversation reviews into safeguards. The result: safer, faster deployments you can trust.