Plan your dream trip with Cresta AI Agent at CCW Las Vegas – Learn more
In this report, we share a deep dive into research on how contact center agents genuinely feel about the use of generative AI in their day-to-day lives. You’ll learn why agents are more accepting of AI than it may seem, and which applications are most impactful.
This report explores how generative AI goes far beyond simply automating the contact center, and instead elevates the full operational scope of the contact center. You’ll learn where generative AI can have the most impact, and how to nimbly navigate these changes to your organization.
Cresta has been named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report, which evaluates 10 vendors across 31 criteria. Download your complimentary copy of the report today.
Explore the transformative impact of AI on contact center employees in CCW Digital's Market Study, sponsored by Cresta. Gain insights into employee sentiments, essential skills, and challenges faced by supervisors.
Embark on a profound exploration of Enterprise AI in Opus Research's white paper, delving into the transformative landscape of 2024. Uncover the intricate evolution of AI, witness organic enterprise deployments, and navigate the ethical considerations of responsible AI practices. Opus Research sheds light on the nuanced dynamics, emphasizing the human-centric change management crucial in this era of technological disruption.
Companies that haven’t yet explored the use of generative AI could quickly find themselves on the wrong side of the gap between the technology haves and the technology have-nots. This report explores ways to keep ahead on CX advancements including: assisting agents with in-the-moment advice and surfacing insights for impactful business outcomes.
This 'Harvard Business Review' article draws on research comprising studies of specific generative-AI projects and broad analyses of how the technology will affect tasks and jobs throughout the economy.
The enterprise coaching market has quietly emerged as the need to automate the process of live and post interaction coaching is now apparent. Enterprise Coaching the most popular in Sales and Contact Centers but it is not limited to those roles. In Aragon's first Enterprise Coaching Globe, they evaluate 15 providers.
The "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.
“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country. Download the report to learn more.
Cresta surveyed 300 sales and service-to-sales leaders to understand how they are navigating industry-wide changes, adopting new best practices, and preparing for the future.
This report covers 14 major providers in this market and reports specifically on their conversational AI offerings as well as some overall trends Aragon sees in 2023 and beyond.
Which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents? This market study has the answers!
Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.
How Real-Time Coaching Reduces Agent Attrition, Increases Productivity, and Improves CX. High agent...
