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 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... by Alexa Schmitt Bugler | May 1, 2026 | Customer Experience
CSAT vs NPS vs CES are three CX metrics that contact centers track to measure customer satisfaction, net promoter score, and customer effort score. These metrics reveal how customers feel when they interact with your business and how easily they can reach your team... by Eglė Račkauskaitė | May 1, 2026 | Contact Center AI
The 9 best Intercom alternatives include Capacity, Zendesk, Freshdesk, Help Scout, Hubspot, HelpCrunch, Olark, Crisp, and Tidio. Users of Inercom often point its steep learning curve and feature limitations, which might have you thinking: is there a better fit out... 
