From Metrics to Meaning: Insights from the 2025 Benchmarking Study
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The benchmarks that defined contact center excellence a decade 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 (VP, 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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From Metrics to Meaning: Insights from the 2025 Benchmarking Study
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.
Cresta Launches Automated AI Agent Testing: Closing the Trust Gap in Enterprise AI
With the launch of its Automated AI Agent Testing suite, the company introduces a way to use AI to test AI, giving enterprises the assurance that every AI agent released is accurate, compliant, and production-ready.
Introducing Cresta's Automated AI Agent Testing suite
Trust in AI isn’t assumed, it’s earned through comprehensive, disciplined testing. Cresta’s Automated AI Agent Testing suite validates every release with expert-aligned LLM judges, simulated customers that uncover edge cases, and in-product feedback loops that turn conversation reviews into safeguards. The result: safer, faster deployments you can trust.