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Beating the Great Resignation: Cresta's Attrition Report Shows How AI-Driven Coaching Benefits the Contact Center Agent LifecycleSAN FRANCISCO, Jan. 19, 2022 /PRNewswire/ -- Cresta, the leader in AI-Driven Real-Time Coaching for the contact center, released their report assessing the unique problem of agent lifecycle in contact centers, today. The 'Reducing Ramp Time & Agent Attrition In Contact Centers' report highlights pain points, reveals key findings in the industry, and analyzes preferred communication trends for solution avenues in the post-COVID world. The Great Resignation is real and hitting the contact center, which already had high agent turnover. "The Great Resignation is real and hitting the contact center, which already had high agent turnover, from 40% to as high at 80%, since the pandemic. It's one of the top ten high turnover jobs, yet customer service agents are the ones who can make or break customer relationships," said Cresta CEO and Founder Zayd Enam. "Agent attrition is an existential threat to businesses. This Insights report, which focuses specifically on soltions like improving the employee experience and using new AI solutions to assist the critical human agent, will be valuable to many companies looking for a 'Great Re-creation' of an omnichannel contact center experience." Cresta, analyzing data from more than six thousand agents and 3.8 million conversations, uncovered the main pain points impacting the contact center industry the most to provide a framework to identify performance gaps, and assess the impact AI-driven coaching has against counterparts that were not assisted. Now more than ever, contact center leaders must look to real-time AI to complement agents rather than replace them. The Cresta report also provides strategies to take a deep dive into five dynamics of agent attrition and employee engagement. These include:
The full report is available for download here. ABOUT CRESTA Cresta makes businesses radically more productive by using Expertise AI to help sales and service teams unlock their full potential. Cresta is bringing together world-renowned AI thought-leaders, engineers, and investors to create market-ready AI solutions capable of transforming sales and service productivity in weeks. Cresta has driven hundreds-of-millions of dollars in incremental revenue for its clients and is backed by world-class investors including Sequoia Capital, Andreessen Horowitz, and Greylock Partners. For more information, please visit: https://cresta.com. MEDIA CONTACT View original content to download multimedia:https://www.prnewswire.com/news-releases/beating-the-great-resignation-crestas-attrition-report-shows-how-ai-driven-coaching-benefits-the-contact-center-agent-lifecycle-301464021.html SOURCE Cresta |