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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Opening Keynote: AI and the Future of the Customer Experience
Changing technology and customer needs are reshaping the contact center more rapidly than ever before, and businesses that don’t ride the wave risk being flattened by it. In the opening keynote, Ping Wu, CEO of Cresta, will share what the coming years will look like as the customer experience fundamentally transforms. Join us for a look into the future as we unveil new advancements from Cresta to power your success now and for years to come.
Turning Enterprise AI into Measurable ROI
MIT reports that 95% of enterprise AI pilots fail. What sets the 5% apart? Join Bob Victor, SVP of Consumer Solutions at Comcast Business, Edmond Mackey, Chief Strategy Officer at Aptive, and Robin Gareiss, CEO of Metrigy Research, for a discussion on how to identify high-value opportunities, build compelling business cases, and deliver ROI from AI transformation initiatives.
AI Agents in Action: Lessons from the Front Lines
AI agents are delivering remarkable customer experiences at a fraction of the cost. But what does it take to deploy them successfully? Which use cases are proving most effective? And how do you manage a hybrid workforce of humans and AI? Get answers straight from the source in this panel featuring Kevin Dillman, Senior Director of Central Reservations at Xanterra Travel Collection and Colin Taylor, Senior Director of Shared Services at Propel Holdings.