AI Maturity Blueprint Webinar Series: Building a Culture of AI-Readiness in Your Contact Center
Welcome to the AI Maturity Blueprint webinar series, where expert speakers explore the four essential pillars of AI adoption in contact centers: People, Process, Technology, and ELT Buy-In. In this series, you’ll learn how to build a next-generation contact center where AI and human agents seamlessly collaborate to deliver exceptional results.
Episode #1 focuses on one of the most critical elements of AI maturity—The Role of People. While AI technology is undoubtedly transforming contact centers, it’s the culture surrounding AI integration that truly drives success. In this episode, we’ll dive into how fostering an AI-ready culture can elevate both your agents’ performance and your overall business outcomes.
AI is most successful when it complements human expertise, and companies that embrace AI as an enabler—not a disruptor—are the ones leading the charge. These organizations see increased agent engagement, smoother operations, and stronger leadership. Join Theresa Piasta, Director of Customer Strategy at Cresta, and Nate Brown, Head of CX Advisory at MetricSherpa, as they share actionable insights on how to build AI buy-in, reskill your teams, and empower your workforce for an AI-driven future.
What You’ll Gain:
- A roadmap to AI adoption: Proven steps to secure team buy-in and reduce resistance.
- AI-powered career growth: How AI can create new opportunities for agents, not eliminate them.
- Leadership strategies for AI success: Practical ways to foster collaboration between AI and human teams.
If you’re ready to harness AI’s potential and make it work for your teams, this episode is for you.
Speakers
View more resources
Propel Holdings transforms customer experience with Cresta’s AI platform
As this fast-growing fintech scales, Propel turned to Cresta to handle rising service volume, improve efficiency, and keep people at the center of every interaction.
The Untapped Power of Conversations: Turning Hidden Insights into Enterprise Impact
United Airlines has built a powerful insights-to-action engine that extends well beyond the contact center. Learn how the airline leverages conversation insights to drive real-time event and policy response, identify data-driven changes to key products and policies, and optimize core digital experiences.
Introducing the Agent Operations Center
Automation is scaling fast and supervisors need a new way to guide both human and AI agents with confidence. Cresta’s Agent Operations Center brings every live conversation into one unified command center, giving teams the real-time visibility, context, and support tools they need to manage a hybrid workforce effectively.