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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.

Resources

Blog

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...

Blog

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...

Blog

3 Future-Forward Contact Center Performance Management Tips

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

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