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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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.