Process Optimization in AI-Powered Contact Centers: What It Takes to Win
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 #2 focuses on Process Optimization—the key to unlocking AI’s full potential in your contact center.
Even the most advanced AI tools can’t work magic if they’re trapped inside broken processes. Inefficient workflows slow down agents, create friction, and leave AI’s capabilities underutilized. In this session, we’ll show you how to streamline operations so that AI enhances—not hinders—agent performance.
Join Cresta’s James Russell, Head of Customer Transformation, and Brittany Bell, Manager of Customer Success, as they dive into:
- The most common workflow pitfalls that block AI from driving real impact
- Why process optimization is critical for AI-driven contact centers
- A proven framework for mapping, refining, and automating processes for AI success
If you’re looking to cut handle times, boost agent efficiency, and create a seamless AI-human partnership, this is the session you won’t want to miss.
Speakers
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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.