Blog

The 15 Critical Contact Center KPIs to Track

Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...

What to do About the New World of High-End Retail

When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...

Real-Time Adherence: Keeping Contact Center Agents on Track

Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.

Introducing Coaching Plans and Scorecards

Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for coaching and scoring. Managers can score conversations, monitor agent performance over time, and create data-backed coaching plans, all through a single console.

How Gamification Can Keep Your Contact Center Agents Engaged

Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.

What Comes Next? Taking Contact Center QA From Reactive to Proactive

Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.

Series C: The Contact Center is the Front Door of Your Business

Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.

Cresta’s Commitment to HIPAA

Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.

How to Clone Your Best Agents (Ethically)

Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.

Why Transcription is Vital to Contact Center AI

No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.

Holiday Inn Club Vacations: Driving Customer Obsession with Cresta

Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.

Reducing Ramp Time & Agent Attrition in Contact Centers

Cresta Insights Report: Reducing Ramp Time & Agent Attrition

Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.

Why You Need Agent Assist for Your Contact Center

Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.

How Cresta Understands Conversations

Learn the different methods Cresta's AI uses to understand the complexities of human conversation.