Quality Assurance vs. Quality Control: the Difference for CX
Tracking and enhancing support quality helps boost CX and revenue. Learn the difference between quality assurance vs quality control.
How to use Capacity’s ROI Calculator
Customers want faster service. Agents need more assistance and actionable insights. Support costs keep rising. And AI tools aren’t one-size-fits-all. Customer service leaders shouldn’t have to guess at value before investing in a new AI solution. Every support...
Call Center Automation: How to Improve Your Customer Service in 2026
Call center automation helps lower costs while enhancing customer and team experiences. Here’s your guide to making the most of these tools.
CSAT vs NPS vs CES: 3 Key CX Metrics to Know in 2026
Customer experience leaders love an acronym. Look no further than three of the most widely used CX metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). So what's the difference between CSAT vs. NPS vs CES, and should your...
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...
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...