Four benchmarks every contact center leader should know in 2024
We all know the tried and true “typical” contact center metrics or key performance indicators (KPIs), but as the landscape of customer behavior and contact center operations continues to change, how should leaders think out of the box to drive up productivity and reduce friction? How can you quantify these wins (or losses) in a way that can benefit the organization longer term?Join Russell Banzon, Chief Marketing Officer at Cresta, and Brittany Bell, Customer Success Manager at Cresta. Brittany will draw on over a decade of contact center experience to dive into how key metrics and the way they’re measured are changing in the contact center. Together she and Russell will explore what the implications are for contact center leaders, and how they too can evolve with the help of generative AI.In this webinar, you’ll learn:
- A new approach to driving and measuring revenue in the contact center
- How average handle time has evolved as a metric - and how to understand why this new approach matters
- Best practices for measuring and adjusting to keep pace with these changes
Speakers
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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.
Agent Operations Center: Real-time oversight and guidance for a hybrid workforce
Join us to discover how Agent Operations Center helps improve containment, preserve trust, and elevate customer experience across your contact center.