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.
View more resources
Inside the Enterprise: How CX Leaders Turn AI Hype into Reality
Join this session to see how CX leaders cut through the noise, align on priorities, and build data-driven AI roadmaps.
United Airlines + Cresta: Helping Customer Experience Take Flight
Delivering exceptional customer experiences at global scale requires more than data, it requires action. See how United Airlines uses Cresta to transform contact center conversations into real-time guidance, helping agents respond with confidence, consistency, and speed. By unlocking insights from every interaction, United empowers teams to elevate service quality, improve operational efficiency, and create better experiences for millions of travelers.
Aqua Finance + Cresta: 61% Higher Collections, 50% Less After-Call Work
What started as “too good to be true” quickly became transformational. Learn how Aqua Finance uses Cresta to increase dollars collected per hour by 61%, reduce after-call work by 50%, and deliver a more consistent, high-quality customer experience. By equipping agents with real-time guidance, auto-summarization, and AI-driven coaching, Aqua empowers teams to work smarter, focus on customers, and scale without adding headcount.