Cresta Insights Report: Reducing Ramp Time & Agent Attrition In Contact Centers
How Real-Time Coaching Reduces Agent Attrition, Increases Productivity, and Improves CX.
High agent turnover comes part and parcel with contact centers. While contact centers have historically had 30 - 45% average annual agent attrition, our data shows that attrition has jumped to as high as ~80% since the pandemic. In addition to the high costs of hiring and training new agents, agent attrition impacts customer experience, brand perception, and becomes one of the most substantial costs for all contact centers.
Using proprietary Cresta data, this report provides benchmarks for agent attrition and ramp in contact centers.
Download the report to learn:
- The current state of agent attrition in contact centers.
- About the "Agent Lifecycle" framework and how it helps contact center leaders identify causes of attrition.
- How real-time coaching reduces ramp time and attrition.
- How to get started with Agent Assist.
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Cresta Launches Automated AI Agent Testing: Closing the Trust Gap in Enterprise AI
With the launch of its Automated AI Agent Testing suite, the company introduces a way to use AI to test AI, giving enterprises the assurance that every AI agent released is accurate, compliant, and production-ready.
Introducing Cresta's Automated AI Agent Testing suite
Trust in AI isn’t assumed, it’s earned through comprehensive, disciplined testing. Cresta’s Automated AI Agent Testing suite validates every release with expert-aligned LLM judges, simulated customers that uncover edge cases, and in-product feedback loops that turn conversation reviews into safeguards. The result: safer, faster deployments you can trust.
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