Cresta Agent Assist and Coach help Holiday Inn boost bookings by 42% and cut agent attrition by 50%
Holiday Inn managers lacked real-time visibility into agent conversations; legacy tools required a lengthy external request process to access call recordings, so coaching arrived weeks after the fact and agents received limited live support.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Voice and chat interaction begins
The Holiday Inn sales team handles both voice and chat conversations across inbound and outbound sales.
Tools used
Cresta Agent AssistCresta Coach
Outcome
After deploying Cresta, Holiday Inn saw ESAT rise from 47% to 70%, agent attrition fall from 120% to 60%, a 42% increase in bookings per day, and a 30% increase in conversion rates — all while call volume dropped by about 50,000 calls. The solution expanded to four more contact center teams.
What failed first
Legacy tools required an external request process to retrieve recordings, forcing managers to spend an entire day sifting through recordings for just one agent, leaving agents without timely coaching and managers unable to target the KPIs most meaningful to the business.