by Eglė Račkauskaitė | May 8, 2026 | Contact Center AI
Agent productivity in a contact center measures how efficiently agents resolve customer issues — typically tracked through metrics like average handle time (AHT), first contact resolution (FCR) and tickets handled per hour. When you think about the foundation of your...
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence
Conversation intelligence software is a powerful tool for contact and call centers that records, transcribes, and analyzes customer interactions to surface sentiment and purchase patterns, flag persistent or urgent issues, and inform call center agent coaching....
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence
To improve customer experience in a call center, you need to focus on reducing wait times, improving first contact resolution, personalizing customer service, and offering relevant help. However, achieving this is pricey: the average cost per live conversation with a...
by Alexa Schmitt Bugler | May 8, 2026 | Contact Center AI
Types of AI in the contact center include machine learning, artificial neural networks, natural language processing, generative AI and large language models, and agentic AI. AI has many applications in contact center operations, from AI agents for self service...
by Steve Frederickson | May 7, 2026 | Artificial Intelligence
By Scott Litman, SVP at Capacity, and Steve Frederickson, Senior Director of Product at Capacity Every business leader who has experimented with AI in the past two years has noticed something. The outputs can be impressive — thoughtful, persuasive, confidently...
Customer Support
HR & Ops
IT Support
Sales & Marketing
