Best Call Center Workforce Management Software (2026 Guide)
The way you manage your team is reflected in how productive, motivated, and efficient they are when interacting with customers. Call centers often struggle to manage hundreds of different people scattered across countries and time zones. That’s why call center...
Why Enterprise Search Doesn’t Work Like Google (And Why That’s Holding Back Your Customer Experience)
For more than a decade, I’ve worked at the intersection of AI, enterprise data and customer experience. During that time, my teams have supported tens of millions of pages of enterprise content for companies like Pepsi, Walmart, and American Express—connecting...
10 Customer Service Examples to Drive Retail Growth in 2026
To drive retail growth, many retailers focus on their products and marketing initiatives. But standing out isn’t just about what you sell—it’s also about how you make your customers feel. Especially going into 2026, retailers are under more pressure than ever to...
What Is Speech Recognition Technology: 5 Examples in 2026
Speech recognition technology helps businesses provide excellent customer service, build trust, and increase revenue. With the global voice and speech recognition market estimated to reach USD 53.67 billion by 2030, increasing from USD 20.25 billion in 2023, it’s...
Sentiment Analysis Tools: How They Work + Top Picks for 2026
Customer expectations are rising, and 87% of support teams say they’ve seen a major shift in just the past year. Today, responding on time isn’t enough. Your agents also need to understand customer intent and emotional state to meet people where they are. When a...
Contact Center Tech Top Voice: Interview with David Karandish, Founder & CEO of Capacity
Types of AI in the Contact Center (And How They’re Used)
As much as generative AI has been in the news and industry publications, you’d be forgiven for thinking it’s the end-all-be-all for contact center AI. And there are generative AI use cases in the contact center to get excited about–from expanding the capabilities of...
9 Best Apps Like PolyAI for AI-Powered Call Centers
Picture this: an AI-powered customer support system that can read the room—picking up on customer moods, tone of voice, and chatting with the warmth and nuance of a real human. Sounds like something out of a sci-fi bestseller, right? Not anymore. This tech is ready...
Sierra AI vs. Capacity: Key Differences, Pros, Cons, and Verdict
With 92% of businesses planning to increase their investments in AI tools to improve their processes, customer support automation stands at the frontline. If automating your customer support or improving your current tool stack has been on your mind, you’ve probably...
How to Improve Call Center Customer Service: 15 Best Practices
Running a call center is a difficult task, especially when it has one of the highest employee turnover rates, reaching as high as 60% per year. Now add rising customer expectations—something 57% of customer care leaders anticipate—and the pressure on support teams...