Future of Contact Center Employees
Introducing CCW Digital's latest Market Study on the Future of Contact Center Employees, sponsored by Cresta. This comprehensive analysis delves into the profound impact of AI on employee experiences within contact centers.
As AI continues to redefine job roles, center leaders face the challenge of navigating this transformation while ensuring the preservation of customer-centric values. This study serves as a roadmap, offering actionable insights to address these pressing concerns and equip agents and supervisors for success in an evolving landscape.Key areas covered in this study include:
- Identifying pivotal opportunities and potential pitfalls that significantly shape the contact center employee experience.
- Unveiling employee sentiments towards AI and their readiness for the transition towards more sophisticated, value-driven tasks.
- Highlighting the essential skills that agents need to excel in an era characterized by AI-augmented, personalized, and omnichannel engagement.
- Addressing prevalent risks, misconceptions, and barriers hindering the cultivation of "happy agents" who, in turn, ensure "happy customers."
- Exploring the primary objectives and challenges faced by supervisors as they navigate the evolving landscape of contact center operations in 2024 and beyond.
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Introducing Cresta CLI
Cresta CLI is a command-line interface for the Cresta platform. Developers and the coding agents they work with can read an AI agent's full configuration, query real production conversations, traces, and feedback, script those results into the tools their team already uses, and run tests and deploys inside their own CI/CD pipeline.
Meet Cresta: The Unified Platform for Human + AI Agents
See how leading brands are transforming customer experience and driving greater efficiency with Cresta, the unified platform for human and AI agents.
How Sunbit scaled VIP-level service to millions of customers with Cresta AI
Sunbit's contact center was growing faster than their IVR could handle. By replacing their tree-based phone system with Cresta's AI voice agent and layering in real-time agent assist and 100% QA coverage, Sunbit contained 50% of interactions autonomously, cut routing time from 90 seconds to five, and drove average handle times down 10% — while customer satisfaction went up.