State of the Agent Report 2024: GenAI's Rise in the Contact Center
Unlock the insights: State of the Agent Report 2024: GenAI's Rise in the Contact Center Explore how generative AI is revolutionizing the contact center industry, from the frontlines. In Cresta’s comprehensive report, based on a survey of 1,000 U.S. contact center agents, you’ll learn why 65% of agents now crave real-time AI assistance during their customer interactions - and how they really feel about AI in the workplace.You'll learn why AI is impacting:
- Enhanced job performance: Learn why agents empowered with AI are seeing swifter and more efficient customer issue resolution.
- AI as an indispensable coworker: Contrary to fears, many agents now see AI as a vital tool that boosts their skills development and job satisfaction.
- Talent retention: Contact centers face one of the highest turnover rates - but AI is changing the tide there. Learn why.
- Sales enablement: 81% of AI-equipped agents confidently transition interactions from service to sales, enhancing revenue potential.
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Building Signal: Inside Cresta’s AI Concierge
Go behind the scenes on how Signal came to life. From seamless chat-to-voice experiences to real-time guidance, transparency, and action, Signal showcases what’s possible when AI is designed to understand, assist, and adapt.
What CX Orgs Must Get Right in 2026: Building a Human + AI Workforce
Tune into this fireside chat to hear no-hype predictions on how humans and AI agents will work together in CX — and what organizations must do now to prepare.
Alaska Airlines + Cresta: Service at a New Altitude
Learn how Alaska Airlines uses Cresta to understand why guests are contacting them in real time, equip agents with just-in-time knowledge, and reduce friction across the travel experience,all while delivering fast, caring service at scale.