Blog

Turning Your Knowledge Base Into Power: How to Equip Contact Center Agents for Success

Learn why a knowledge base is a cornerstone of any contact center, and how critical it is to arm your contact center agents with a KB set up for success in the age of AI.

Transforming the Contact Center: The Power of Automation in the Age of AI

Contact center automation is revolutionizing customer service by streamlining operations, improving agent performance, and delivering more personalized customer interactions. Read on to explore the transformative impact of automation in the contact center.

AI Maturity: Securing ELT Buy-In for AI Initiatives

Your AI Maturity path is only as successful as the buy-in you have across the company, most critically your ELT. Learn how to ensure success.

How Cresta Scales Real-Time Insights with ClickHouse

Scaling real-time data analysis is crucial for enterprises. Learn how Cresta adopted ClickHouse to provide high-performance insights for contact centers, overcoming key challenges to meet the needs of our expanding client base.

Introducing AI Analyst: Business Insights Delivered in Minutes

Introducing AI Analyst, Cresta's newest tool to analyze all customer conversations - and then give you in-depth business insights - based on your natural language questions - in minutes, not months.

Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)

In this Cresta IQ, we're looking at millions of conversations to understand the state of enterprise knowledge bases in contact centers.

Cresta Secures First ISO 42001 Certification in Contact Center AI Space

Leveraging Technology for AI Maturity: Choosing the Right Tools and Platforms

In today’s fast-evolving customer service landscape, staying ahead means more than just keeping up with trends—it requires a strategic focus on the tools and platforms that will future-proof your contact center. As enterprises navigate the complexities of AI adoption, understanding their stage of AI maturity becomes essential.

How to Enhance Call Center Agent Performance in a Customer-First Era

In this blog, we dig into seven strategic approaches that leverage both advanced technology and human-centered practices to boost contact center agent performance and create a truly customer-first experience.

Optimizing Workflows for AI Maturity: Enhance Agent Experience and Drive Better Results

Learn how optimizing workflows allows contact centers to harness the full potential of AI, enhancing the agent experience.

Closing Last-Mile Quality Management Gaps: The Role of Screen Recording in Contact Centers

Contact centers handle complex customer interactions, but fragmented tools often create inefficiencies and compliance challenges. Cresta's new screen recording feature closes this gap in quality management, providing comprehensive visibility into agent interactions. From ensuring regulatory compliance to driving performance improvements, screen recording is transforming contact center operations.

7 Benefits of Call Center Quality Monitoring Software

Learn about the key benefits that come from call center quality monitoring software, including increased customer satisfaction, streamlined compliance, and cost savings.

The Future of the Contact Center: AI Predictions for 2025

Discover the top contact center and AI predictions for 2025, including hyper-personalization, real-time analytics, and advanced self-service. Learn how AI is transforming customer experience and agent workflows to meet rising expectations.

Happier Holidays: How Retail Contact Centers Can Tackle Seasonal Demands with AI

Retail contact centers are under immense pressure during the holiday season, as shoppers expect seamless and efficient support. AI-driven solutions can help tackle this demand surge by automating routine inquiries, enhancing personalization, and ensuring a smooth omnichannel experience. Learn how AI enables retail contact centers to deliver exceptional service, foster customer loyalty, and streamline operations during the busiest time of year.

The Role of People in AI Maturity: Building a Culture of AI-Readiness in Your Contact Center

Achieving AI maturity requires more than advanced tools—it’s about creating a culture where teams embrace AI as a partner, not a threat. Learn how fostering collaboration, growth mindsets, and reskilling programs can drive AI success in your contact center.