Events

Data is key to understanding customer engagement. In this webinar, we zero in on the total number of conversations—explaining what this metric means for your support strategy and how to leverage it for better decision‑making.

Learn the difference between contained and escalated chats and explore strategies to boost containment. We'll provide actionable insights and best practices to minimize escalations and streamline your customer service workflow.

Delve into the world of predictive customer satisfaction (CSAT). We’ll explain how this metric is calculated, why it matters, and how you can use predictive CSAT insights to proactively enhance the customer experience.

Discover how our auto-categorization feature organizes incoming chats automatically. This webinar will detail the technology behind the feature and illustrate how it helps route conversations efficiently, saving time and improving response accuracy.

Gain a deeper understanding of why chats are escalated. This session focuses on our Handoff Reasons analysis tool—providing actionable insights into escalation triggers and setting the stage for strategies to address them.

Explore targeted strategies to reduce handoffs and optimize support performance. Learn how to use insights from categories, the Data Assistant, and Handoff Reasons analysis as part of a Continuous Improvement Process that unites cross‑functional CX teams to refine AI behavior.

Take an in‑depth look at our Data Assistant feature, designed to work hand-in-hand with handoff analysis. This session demonstrates how the Data Assistant aids real‑time data interpretation and drives operational efficiency, ensuring you make data‑driven decisions.

A focus on advanced data analytics. Learn how to export detailed reports from Categories and use the Volume feature to generate XLS files that include critical metrics—Conversation Count, Average CSAT, Escalated Count, Escalated Percentage, and Average Time to Agent—over any chosen timeframe.

Join Tod Famous, CPO at Crescendo, for a deep dive into agentic AI in CX.

Ensure your Chat Assistant delivers accurate, timely information by leveraging a robust Knowledge Base. Learn how to integrate with Zendesk, perform manual updates, and enable auto‑updates so your assistant always stays current.

Personalize your Chat Assistant to mirror your brand’s unique voice. In this session, we’ll adjust settings such as emoji usage and response length and present a live before‑and‑after demo that highlights how quickly the assistant adapts—perfect for those interested in a dedicated tone and personality setup.

See how the Crescendo Assistant handles both straightforward inquiries and intricate conversation flows, setting the stage for understanding the technology behind real‑time customer interactions.

Join us for an engaging conversation exploring the results of our groundbreaking "The Future of AI in Customer Experience" white paper.

Are the metrics you’re tracking actually helping your business succeed—or holding you back? Join us for an unfiltered conversation with Shervin Talieh, CEO of PartnerHero, as we challenge conventional wisdom about CX metrics and uncover how outsourcing and AI can redefine operational success.

Join Tod Famous, Chief Product Officer at Crescendo AI and Mercer Smith, VP of Community and Education at PartnerHero to unpack the misconceptions about AI in the CX space. We’ll look at how a well implemented AI strategy can empower CX leaders, enhance the roles of human agents and transform the capabilities of a CX program for the better.