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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Fireside Chat: AI Agents Customers Actually Like and CX Teams Trust
Join Cresta and AI thought leader, Steve Nouri, for a zero-hype chat on what it takes to deploy enterprise-ready AI agents in CX.
Oportun + Cresta: Driving Sales Performance with Real-Time AI and 100% Interaction Monitoring
In a high-stakes sales environment, every interaction matters, and variability in agent performance can leave real revenue on the table. See how Oportun partnered with Cresta to move from sample-based QA to 100% interaction monitoring, give agents real-time guidance during live calls, and transform coaching from a lagging, compliance-driven function into a data-backed performance engine. By surfacing the behaviors that actually drive results, Oportun has closed the gap between top and mid-tier performers, improved pull-through rates, and delivered material P&L gains, all while building a culture where agents feel set up to win.
