Blog - Noticias del sector

Reducing Ramp Time & Agent Attrition in Contact Centers

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.

5 Takeaways from CCW Vegas 2021

Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.

3 Future-Forward Contact Center Performance Management Tips

Demand for customer support continues to grow not only in size but complexity.

CX Employee Experience: How to Help Agents Love What They Do

In contact centers, we’ve heard time and time again: the bedrock of customer exp

Contact center employee churn: How to stop the revolving door

Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.

Can You Hear a Smile?

Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.

Contact Center ROI: Transform Cost Centers into Value Centers

Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.

Close the Retention Performance Gap with Real-Time Coaching

Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.

The 4 “Magic” Behaviors that Close Sales Performance Gaps

We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?

Scale for Success with Real-Time Customer Service AI

In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.

Contact Center AI: Fuel Lasting Success in Modern CX

For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.

How Conversational AI Helps Build A High-Performing Support Team

Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.

6 Reasons I Joined Cresta After Google

I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.

Average Handle Time Isn’t Sexy But It’s Vital for Modern Contact Centers

Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.