for Post Call
Are you ready to transform your call center operations and elevate your customer service to new heights?
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Challenges
of managers agree that hybrid work environments make managing agents more complex
60%
of agent:customer interactions truly gets QA’d and monitored for performance
1-2%
Only
We understand the challenges faced by call centers.
High call volumes, remote agents, little to no conversation visibility, and complex customer inquiries can make it difficult to deliver exceptional customer experiences consistently.
Organizations
lack insight into what drives performance
With limited resources and the inability to QA every call, ensuring consistent performance and real-time coaching to deliver exceptional customer performances becomes an uphill battle.
Only the smallest sample of conversations are truly sampled
Why the time is now for Post-Call powered by generative AI
This is where Cresta's Post-Call Solution proves indispensable for enterprise contact centers. Cresta provides 100% visibility into every customer interaction, and leverages generative AI and machine learning to tackle the complexities of large-scale operations.
Improve effectiveness through outcome-oriented coaching, QA, and insights
Discover
Discover revenue-driving behaviors and tactics
Correlate outcomes to behaviors to identify areas of focus
Identify top performers and what sets them apart
Create
Measure & Iterate
Train on playbook and behaviors driving outcomes
Create and monitor personalized coaching plans for each agent
Get visibility into every conversation and measure adherence to coaching
Iterate on your playbook and put insights into action with no-code AI
Just some of the ways Cresta’s Generative AI Post-Call Solution can help
Grow top-line revenue through timely reinforcement of the key behaviors that drive business outcomes
How Cresta does it
In this interactive demo, get ready to explore the intuitive interface, experience the power of real-time insights, and discover how our solution empowers supervisors and agents to deliver exceptional customer experiences at every touchpoint.
Take the tour
Introduction
Challenges
Benefits
Why Post-Call
How it works
Take the tour
Ramp new agents faster while increasing agent retention through personalized training and coaching
Improve scalability and cost efficiency
by reducing need for manual intervention
Identify customer needs and business insights
Make QA and compliance processes more efficient
and effective with AI-driven insights and advanced analytics
Businesses find they are missing the data to identity the behaviors that impact performance
Lack of visibility into actual results makes it difficult to bridge the performance gap
Organizations are missing the tools to drive effective and efficient coaching at scale
Thanks!
Let’s explore one of our most valuable features: Performance Insights
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Performance Insights allows managers and supervisors to get a holistic view of agent performance
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Businesses find they are missing the data to identify the behaviors that impact performance
Cresta’s Performance Progression gives you a bird’s eye view to ensure adherence to behaviors across your team. You can even drill into exact moments
Go ahead, try it out.
We see that Sue Wright is only adhering 50% of the time.
Let’s take a closer look
Here is a look at the whole team’s adherence to Disclosure / Compliance.
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Performance Insights dashboard
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Our auto QA feature will automatically detect and score if your agents performed behaviors or not, providing 100% Quality Assurance on every single interaction
Here we have the transcription area where supervisors have the ability to read or listen to those exact moments
Managers can:
Leave notes in the conversation that reside in the agent’s coaching plan
View all behaviors and hints the agent did or did not follow on the call
And even save moments in their conversation library
Closed conversation library
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Reviewing
a Closed conversation
Supervisors can view key moments in an entire conversation including...
Sentiment and Emotion
When key behaviors were performed
Where Cresta CoPilot assisted the agent
Managers can jump to specific parts of the conversation using the timeline or key moments
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Customer Insights
Explore a holistic view of your customers' sentiment, emotion and conversation topics.
Drill into different categories and create rules based on actual data
Say good-bye to sifting through data and listening in on calls, Cresta structures your customer data into digestiable, actionable insights
Let’s find out why some customers are cancelling
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Customer Insights
You now have an
in-depth view of where 'cancel' is mentioned throughout different elements
Easily take action, creating a new coaching hint instructing agents to provide a promo code to customers who want to cancel.
This is just the beginning
of what Cresta can do for your business.
Let’s take a quick
peek at a few other
Post-Call features
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Identify trending topics and anomalies to understand which issues and opportunities to prioritize
Easily take action and create new coaching hint to alert agents of uptick in cancellations and new promo to save the day
Uncover, explore, and understand new unknown topics with the ability to pin and connect topics
Easily evaluate how Cresta’s Agent Assist is being adopted by agents
with the ability to drill down into different capabilities and conversations
Discover the 'why' behind your KPIs and understand which behaviors have the most impact on success
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To dive further into Cresta’s Post-Call capabilities, schedule a live demo today.
LIVE DEMO
