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AI Agent Escalation: How to Design Seamless Handoffs
Smooth AI agent to human agent escalation is table stakes now for CX and contact center leaders. With the majority of contact center AI agents now handling 25-60% of inbound volume, the interactions that reach a human are those that AI couldn't close. These are often...
6 Types of AI Agents in Customer Service and How to Use Them
"AI agent for customer support" has become one of those terms that gets applied to almost everything. A voice bot that reads account balances. A chat widget that surfaces FAQ articles. A system that writes post-call notes. A tool that coaches your agents during live...
How Do AI Agents Work? 2026 Guide for Contact Center Leaders
AI agents are now table-stakes for customer support departments and contact centers. According to Salesforce's 2026 State of Service: AI Agents report, 70% of organizations who use AI for support report measurable ROI within 60 days. AI agents improve customer...
6 Components of Successful Customer Experience Automation
Customer experience automation is what allows contact centers to scale their business and reach more people without sacrificing service quality. If you've noticed your call or contact center struggles with customer inquiries or repetitive questions like "Do you ship...
Capacity Ranks No. 432 on the 2026 Inc. 5000
Capacity has been named No. 432 on the 2026 Inc. 5000, the annual ranking of the fastest-growing private companies in America. With 813% revenue growth over three years, Capacity earned a spot among the top 500 companies on this year's list. The recognition comes...
13 Best Zendesk Alternatives for 2026 (Pros, Cons & Pricing)
With over 160,000 customers around the globe, Zendesk is a go-to platform in the customer support world. From ticketing and helpdesk tools to automation, self-service portals, and beyond, it’s built to help businesses deliver top-tier support experiences. But here’s...
Top 10 Sierra AI Competitors & Alternatives to Try in 2026
Are you in the market for autonomous AI agents that can help your customers solve issues on the spot, optimize your support team, and save time? Then you’ve probably come across Sierra AI. This enterprise AI startup, focused on building autonomous AI agents for...
Improving Customer Interactions 101: 7 Ways to Boost Loyalty and Sales
How many customer interactions does your team cover daily? And more importantly, how many of them contribute to increasing customer satisfaction scores or generating new sales? The way your support team interacts with customers, along with the self-service options you...
How to Improve Call Center Customer Service: 15 Best Practices
The question of how to improve call center customer service is on every CX leader's mind. 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 (Invoca 2025). Now add rising...
The Role of AI in the Entertainment Industry (Hint: It’s Not Script Writing)
AI is transforming industries at lightning speed—powering everything from smarter customer support to streamlined operations that save time and cut costs. And the media and entertainment world is riding that wave too. According to a 2026 Grandview Research...