Resources
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.
Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.
Learn the different methods Cresta's AI uses to understand the complexities of human conversation.
Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.
Demand for customer support continues to grow not only in size but complexity.
In contact centers, we’ve heard time and time again: the bedrock of customer exp
Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.
Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.
What is inconsistent agent performance costing your contact center each year?
Cresta’s real-time coaching provides contact center agents with versatile coaching in-the-moment. By going beyond 1:1 coaching sessions and putting coaching into action during customer conversations, teams are able to unlock new levels of productivity.
We are seeing a shift in the role customer care teams play across the customer journey. Care teams are shepherds of customer experience and are fast becoming the key to unlocking top-line growth.
Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.
Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.
Unsurprisingly, these are three utterances that were completely absent from the 1.84 million customer conversations we analyzed from more than 15 contact centers to determine which swear words are most used by contact center agents.
We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?
In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.
Learn how Conversation intelligence is helping organizations unlock business insights, modernizing legacy workflows, and enabling adopters to outpace their competition.
Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.
Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.
We looked at over 340,000 sales conversations to identify what set top performing salespeople apart from their peers.
I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.
Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.
The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.
Migrate toGraphQL using the Apollo Client library to take advantage of advance GraphQL features.
Cresta's path to a robust API layer that allows us to support our 1st party usage and potential future 3rd party usage
We looked at over 100,000 customer conversations to quantify the gap between top and bottom performers. This report outlines our findings and steps you can take to start closing your Performance Gap today.
AI shines best when it's collaborating with humans.
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
Imagine if every employee performed like a top performer?
Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond
Creating engaging and satisfying customer experiences can be challenging for even technically sophisticated contact centers
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
At Cresta, we’re on a mission to enable everyone to be 100x as effective at work. And today, we’re excited to announce our $50M Series B round of funding.
How Cresta empowers contact center managers to improve AI suggestions by giving feedback in plain English.
Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.
We’re excited to share our Spring 2021 Release: The Sound of Expertise.
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
Create a seamless customer experience that passes customers from expert chat bot to expert agent.
Learn more about Cresta’s compliance and security capabilities, including SOC2 Type II and SSO.
Cresta's Spring Launch is packed with new features and improvements to drive customer value and make our users happy.
Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.
Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer
With so many disruptions affecting workers, business leaders have a tremendous opportunity to
How we reduced our labeling cost and efforts by over 10x, while continuously pushing our accuracy benchmarks forward
Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...
How we made a new controllable language model to make chat agents more effective by making them follow best actions.
Now, customers can easily bring contact center solutions into their business, and immediately add Cresta’s unique ability to quickly improve each agent in their real-time interactions.
John brings more than 30 years of experience in the technology industry to Cresta’s board.
Real-Time Assistance and Conversational Insights for Customer Service Teams
The Fortune 50 SaaS provider is on a mission to power prosperity around the world. Their intuitive web, mobile, and cloud solutions generate more money, more time, and more confidence for 50 million people globally. The SaaS provider has continuously innovated on their path to realizing this mission. For the SaaS provider, leveraging AI to unlock efficiencies is core to improving their customer experience.
In the world of Internet Service Providers (ISP), customer experience is key. ISPs deliver a mission-critical service to their customers and as a result, customers expect the service to just work. And when it doesn’t, service teams need to quickly and emphatically resolve customer issues or risk losing customers. Thankfully for Earthlink, customer satisfaction has been a strong suit, being ranked as 2020’s Best ISP in Customer Satisfaction by HighSpeedInternet.com.
More than $1 of every $5 was spent online in the second quarter of 2020, the highest e-commerce penetration on record. With consumers flocking to digital channels, customers are now interacting...
Leading retailers have moved to virtual contact centers and sales teams, but what comes after connectivity?
AI-powered products are more prevalent than ever before: automatically organizing your photos, driving a car without any human input, and helping you craft a perfect email.
Mandatory store closures have left the retail sector especially hard hit by the COVID-19 pandemic. In light of store closures, a leading mattress manufacturer and retailer needed to quickly transition brick-and-mortar retail sales to online channels.
Think about the last time you taught someone something difficult. Did you just tell them...
Curious to know how your virtual contact center strategy is faring? We asked a panel of ex...
In order to drive business continuity and preserve customer experience during COVID-19, we have seen contact centers quickly transition to remote work-from-home operations.
As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...
Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”
Cresta was enlisted by the third-largest telecommunications company in the United States. They provide digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer (BPO), which gave the telecom provider limited visibility into the live chat team's operations and performance. Without visibility, pinpointing strategies for improvement became extremely challenging. In came Cresta.
