Blog
Introducing Cresta’s Agent Operations Center: A Unified Command Center for Human and AI Agents
Cresta’s Agent Operations Center is the unified command hub for supervising human and AI agents in real time. Monitor live conversations, guide interactions instantly, and ensure automation delivers accurate, compliant, and on-brand experiences at scale.
Cresta Achieves TISAX Compliance
Today, Cresta is excited to announce that we’re expanding our security compliance footprint with our recent achievement of TISAX compliance.
Simplifying The Agent Workflow
Introducing Omni Search and Guided Workflows. Now agents have everything they need to be a top performer on day one. No more searching for answers and workflows across knowledge bases.
The 15 Critical Contact Center KPIs to Track
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
What to do About the New World of High-End Retail
When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...
Real-Time Adherence: Keeping Contact Center Agents on Track
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
Introducing Coaching Plans and Scorecards
Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for coaching and scoring. Managers can score conversations, monitor agent performance over time, and create data-backed coaching plans, all through a single console.
How Gamification Can Keep Your Contact Center Agents Engaged
Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.
What Comes Next? Taking Contact Center QA From Reactive to Proactive
Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.
Series C: The Contact Center is the Front Door of Your Business
Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.
Cresta’s Commitment to HIPAA
Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.
How to Clone Your Best Agents (Ethically)
Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.
Why Transcription is Vital to Contact Center AI
No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.
Holiday Inn Club Vacations: Driving Customer Obsession with Cresta
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.
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