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...
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Tools to Elevate Team Performance
Coach and manage smarter with Cresta Director’s suite of coaching and collaboration tools.
Live Conversations
Monitor conversations as they happen
Follow along as agents have conversations with your customers. Ensure agents follow best practices and help them immediately with live coaching if they get stuck.
Live Assist
Conquer complicated conversations
Help your agents when they need it most. Live Assist lets agents ask for help and lets you respond to agents immediately with hints and encouragement—with just one click and in real-time.
Agent Coaching
Simplify performance management
Build a home for all your coaching plans. See a single snapshot of agent performance, including adherence to key behaviors, active coaching goals and past performance and feedback.
Scoring & QA
Review and score at scale
Stop wasting time switching between tools. Review conversations and scorecards side-by-side to accelerate grading and QA workflows. And Cresta’s bulk evaluations and activity reporting make it easy to scale QA.
Comments & Feedback
Ensure agents get the feedback they need
Send valuable feedback by adding in-line comments and suggestions to each conversation. Agents are notified immediately, get valuable context, and can put feedback into action instantly in their next conversation.
Alerts & Notifications
Never miss a beat
Get automated alerts when agents need your help. Drop directly into live conversations to help agents through challenging moments and use dynamic and AI-driven logic to determine when to send alerts.
Conversation Library
Save the best to share with the rest
Collate conversations and snippets to curate a library of best practice examples. Share content with agents as part of onboarding, coaching, or as part of a growing FAQ that agents can reference in real-time.
Performance Insights
Work smarter with data-driven Insights
Coach with data, not opinions. Evaluate team performance instantly, review key business metrics, and identify the coaching opportunities that will drive business outcomes.
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