Case Study: Cox boosts revenue and coaching efficiency with Cresta

How Cox and Cresta partner to grow revenue and improve digital experience

Cox Residential, a division of Cox Communications, faced the challenge of improving the performance of its remote sales and retention chat agents to meet growing revenue targets with minimal supervision. They partnered with Cresta to revamp their digital customer experience and agent support system, utilizing Cresta's Real-Time Intelligence platform and products like Agent Assist and Cresta Coach.

Cresta implemented its suite of tools, including Agent Assist for real-time agent guidance and Cresta Coach for manager-led performance analysis. This solution drove significant results, including a 20-30% increase in revenue per chat for sales, a reduction in new hire ramp time by two weeks, and an increased manager-to-agent ratio. Cresta's technology provided Cox with actionable insights that directly influenced business strategy and contributed to year-over-year revenue growth.

Cox

Rich Joos

Retention Manager