Blog - Cresta IQ
The CSAT Mirage: You Might Have a Survey Problem
This Cresta IQ explores why traditional surveys miss the mark—and how Predictive CSAT helps organizations move beyond score-chasing to uncover the real drivers of customer experience.
Building Voice AI That Actually Works: Balancing Realistic Voices vs. Production-Ready Performance
We evaluated today’s voice AI landscape on different vendors’ realism vs. their production readiness. What trade-offs do enterprise leaders face when choosing the right voice model for real-world deployment? How do they make an informed decision that’s best for their business and will actually scale?
More Coaching Sessions May Actually Be Hurting Your Team Performance
In this latest installment of our data-backed series, Cresta IQ, we explore why more coaching sessions may actually be harming your contact center performance.
Why Transcription Performance Is Holding Back Your AI Strategy
In the latest installment of Cresta IQ, we explore how the accuracy and latency of transcription impacts downstream AI performance.
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.
Why Customers Are Calling Your Contact Center Pissed Off - and How to Change It
In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.
Why Driving Down Average Handle Time is Costing You Money
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
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