State of the Agent Report 2024: GenAI's Rise in the Contact Center

In this report, we share a deep dive into research on how contact center agents genuinely feel about the use of generative AI in their day-to-day lives. You’ll learn why agents are more accepting of AI than it may seem, and which applications are most impactful.

Unlock the insights: State of the Agent Report 2024: GenAI's Rise in the Contact Center Explore how generative AI is revolutionizing the contact center industry, from the frontlines. In Cresta’s comprehensive report, based on a survey of 1,000 U.S. contact center agents, you’ll learn why 65% of agents now crave real-time AI assistance during their customer interactions - and how they really feel about AI in the workplace.You'll learn why AI is impacting:

Enhanced job performance: Learn why agents empowered with AI are seeing swifter and more efficient customer issue resolution.
AI as an indispensable coworker: Contrary to fears, many agents now see AI as a vital tool that boosts their skills development and job satisfaction.
Talent retention: Contact centers face one of the highest turnover rates - but AI is changing the tide there. Learn why.
Sales enablement: 81% of AI-equipped agents confidently transition interactions from service to sales, enhancing revenue potential.

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Video

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.

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Video

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.

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Webinar

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.

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