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The Ultimate Guide to Enterprise Knowledge Management
This guide will show you how to rethink enterprise knowledge management for the realities of modern organizations: fragmented tech stacks, rising support costs, and the urgent need to make AI actually work. Today, knowledge is the most important yet often least...
Garbage In, Genius Out? Why Context Is the Real Competitive Advantage in Enterprise AI
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...
CSAT vs NPS vs CES: 3 Key CX Metrics to Know in 2026
What’s the difference between CSAT vs CES vs NPS? Learn more about these key metrics in customer support and experience.
9 Best Intercom Alternatives: Features, Pricing & Use Cases
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...
Balto vs Capacity: Side-by-Side Comparison (2026)
Comparing Balto vs Capacity for your support? See how they stack up on features, pricing, reviews, and who each tool is really built for.
The AI Confidence Trap: Why Every Business Leader Must Understand the Difference Between Deterministic and Probabilistic Systems
By Scott Litman, SVP at Capacity & Steve Frederickson, Senior Director of Product at Capacity Something quietly dangerous is happening in boardrooms and product meetings across the country. Business leaders are commissioning AI-powered customer service and support...
What is Business Knowledge Management?
Here's a scenario that plays out in companies every day: someone spends 45 minutes hunting through Slack threads, old emails, and shared drives looking for a document that already exists. They eventually give up and recreate it from scratch. On the surface, that might...
11 AI Support Tools for Education That Cut Admin Time
Drowning in repetitive tasks? These 11 AI support tools for education help higher ed ops teams automate and better serve every student.
Agentic AI for Contact Centers: 2026 Guide for CX Leaders
From call routing to proactive outbound, agentic AI is changing how contact centers work. Discover use cases, ROI, and ways to get started.
How to use Capacity’s AI ROI Calculator
Project potential savings with CX automation using Capacity’s AI ROI calculator, which models support savings across channels.