Resources Library

CX Leaders: Trends & CX Insights Report

The Execs In The Know, CX Leaders — Trends & Insights: 2021 Corporate Edition, sponsored by Cresta, is designed to provide a wide-lens view of the customer experience industry, touching on many topics, including consumer preferences, CX strategies, best practices, and more.

Cresta Insights Report: Reducing Ramp Time & Agent Attrition In Contact Centers

Agent Assist as a Service for Contact Centers: Real-Time Coaching Is Just the Beginning

See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.

5 Steps to Close the Contact Center Performance Gap

What is inconsistent agent performance costing your contact center each year?

The Sales Performance Gap Report 2.0

We looked at over 340,000 sales conversations to identify what set top performing salespeople apart from their peers.

The ROI of Real-Time Agent Guidance

Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.

Quantifying The Performance Gap

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.

Why Real-Time Artificial Intelligence?

Creating engaging and satisfying customer experiences can be challenging for even technically sophisticated contact centers

Leading Brands Share Best Practices for Building High-Performing Remote Teams

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...