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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Fireside Chat: 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.