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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Cresta: The Unified Platform for Human and AI Agents
Cresta brings together customer insight, automation, and human expertise in a single platform, so you can understand what’s happening in every conversation, identify what drives outcomes, and act on it.
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Phil Kolterman of Brinks Home shares how Cresta has created major impact in their customer experience, transforming the contact center.
