From Metrics to Meaning: Insights from the 2025 Benchmarking Study
The benchmarks that defined contact center excellence even a few years ago no longer hold true. As AI, analytics, and customer expectations evolve, leaders are being challenged to redefine what “great” really means.
In this forward-looking conversation, Robin Gareiss (CEO and Principal Analyst, Metrigy) and James Russell (Director, Customer Transformation, Cresta) bring together the best of research and real-world practice to reveal how high-performing organizations are setting new standards for performance in 2025 and beyond.
This session explores:
- The evolution of benchmarking from efficiency to impact
- The rise of predictive CSAT as a real-time measure of customer experience
- Why inferred resolution rate reveals hidden opportunities for improvement
- How to evaluate AI agent performance through trust, transparency, and outcomes
This isn’t a discussion about dashboards, it’s a conversation about direction. Join us to gain a clear view of where contact center excellence is heading, and how to position your organization at the forefront of this transformation.
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Join Cresta and AI thought leader, Steve Nouri, for a zero-hype chat on what it takes to deploy enterprise-ready AI agents in CX.
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In a high-stakes sales environment, every interaction matters, and variability in agent performance can leave real revenue on the table. See how Oportun partnered with Cresta to move from sample-based QA to 100% interaction monitoring, give agents real-time guidance during live calls, and transform coaching from a lagging, compliance-driven function into a data-backed performance engine. By surfacing the behaviors that actually drive results, Oportun has closed the gap between top and mid-tier performers, improved pull-through rates, and delivered material P&L gains, all while building a culture where agents feel set up to win.
