Wie Brinks Home Cresta nutzt

It’s super difficult just having line of sight in what your agents are doing day in and day out. Cresta has opened that up. It’s night and day from where we were before.

We were very reactive. We were very old school, very traditional in the sense of a customer call center

A lot of our interactions weren’t consistent – customers would get a different answer from different agents. It was very complicated for us to manage, and it was also very complicated for the agent

I saw the power of what Cresta could bring to an organization. I could see that Cresta would be a very strong tool to help us implement a digital transformation for the customer and the agent experience

When calls spike, you’re always trying to figure out what happened. Prior to Cresta, we had to talk to supervisors, talk to managers. Now with the Cresta dashboards, we’re able to see what’s really driving abnormal activity

One of the values that I had underestimated is the automation for coaching and QM. Those have been powerful and certainly important to the long run success of our agents and our teams.

Cresta is all about creating a consistent customer experience….we’re seeing good things across all our core metrics, average handle time going down, transfer rates going down, NPS going up, and ultimately overall call volumes going down.