by Eglė Račkauskaitė | Jun 30, 2026 | Contact Center AI
Contact center KPIs measure how well and how fast your human and AI agents solve customer problems. However, most modern contact centers measure more than just speed and quality. And with AI agents, old KPIs often don’t cut it anymore. For example, a 2024 March... by Eglė Račkauskaitė | Jun 30, 2026 | Artificial Intelligence
An AI knowledge base is a repository that uses AI to power employee and customer interactions with accurate and up-to-date information without manual work. Contact and call centers use AI knowledge management to structure content, surface relevant information in... by Eglė Račkauskaitė | Jun 26, 2026 | Artificial Intelligence
The knowledge management best practices for contact centers, like automating high-volume topics, embedding knowledge into your agent workflows, and using AI to surface information in seconds, can help your contact center save time and money, and provide more... by Eglė Račkauskaitė | Jun 26, 2026 | Artificial Intelligence
This guide on AmplifAI vs Capacity offers a complete overview of both tools and a comparison to help you make the best decision for your business and team. AmplifAI and Capacity are both customer support automation solutions, but where one brings a unique... by Eglė Račkauskaitė | Jun 26, 2026 | Artificial Intelligence
Knowledge management software is the backbone of a contact center. It hosts information about your products, services, processes, updates, customers, and other corporate data and uses it to power your customer and employee support. The Mordor Intelligence 2026 report... 
