Transforming Contact Center Quality Management with Cresta QM

Cresta

Transforming Contact Center Quality Management with Cresta QM

Revolutionizing Quality Management with AI

Cresta Quality Management (QM) revolutionizes the traditional quality management process by providing instant auto-scoring of every conversation for compliance and performance. This precise scoring enables targeted agent coaching that delivers tangible results, all while significantly reducing QM costs. The AI technology employed ensures accuracy and efficiency in evaluating interactions, making the coaching process more effective.

Enhancing Visibility and Cost-Efficiency

By auto-scoring 100% of conversations at a fraction of the cost, Cresta's AI technology offers unmatched visibility into contact center performance. This approach eliminates the need for manual sampling, which can be both inaccurate and costly. With precision transcription accuracy, Cresta allows organizations to evaluate every interaction thoroughly, leading to a more comprehensive understanding of their operations.

Empowering Agents with Generative AI Rule Definition

Cresta's generative AI rule definition empowers agents by evaluating their behaviors across all interactions. This comprehensive evaluation provides a true-to-life picture of agent performance that surpasses traditional random sampling and keyword-based detection methods. Agents benefit from knowing that their entire work portfolio is considered, rather than being judged based on isolated incidents, enhancing morale and productivity.

Driving Better Performance with Outcome-Centric QM

Cresta's Outcome AI focuses on identifying the key factors driving desired outcomes, allowing organizations to monitor and coach agents accordingly. By leveraging QM scores to make AI-powered recommendations for coaching, Cresta ensures that agents receive targeted feedback on areas that truly impact performance. This outcome-centric approach leads to continuous improvement and better overall results.

Combining AI Auto-Scoring for Maximal Quality

Cresta advocates for a blended approach that combines AI auto-scoring with human evaluation to achieve maximum quality at minimized cost. By evaluating both human and virtual agents side by side, organizations can ensure a consistent customer experience across all channels. Supervisors benefit from streamlined monitoring processes, enabling them to provide targeted support and guidance based on actionable insights.

Trusted Solutions for Enterprise Contact Centers

Cresta's Quality Management solution is trusted by enterprise contact centers due to its ability to provide insights that matter. With industry-unique tools that offer a clear view of operations, Cresta enables organizations to focus on the criteria that impact performance the most. The use of generative AI behavioral scoring and a unified platform for human and virtual agents sets Cresta apart as a comprehensive and reliable choice for contact center quality management.

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