by Team Capacity | Jun 17, 2026 | Artificial Intelligence
Most contact center teams aren’t short on data. They’re short on time to do anything with it. Thousands of interactions happen every week across voice, chat, SMS and email. Every one of them contains crucial CX signals: what’s driving escalations,...
by Scott Litman | Sep 19, 2025 | News & Stories
Q & A with Karen Kraft, Associate Director of Consumer Insights & Analytics, Johnsonville What are some of the current pain points that you were looking for Capacity’s Answer Engine® to alleviate? We initially hired Capacity’s Answer Engine to help us more...
by Scott Litman | Jul 14, 2025 | Customer Experience
Call center leadership knows the struggle all too well. Reps are bouncing between multiple systems during live calls, searching through scattered documentation and logs spread across tools, platforms, and storage systems—while customers wait on hold. Training new...
by Team Capacity | Nov 25, 2024 | Customer Experience
An AI answerer is like your tech-savvy friend who always knows the answers. It uses artificial intelligence to provide responses to questions by understanding and processing natural language. This AI-powered tool is a modern-day essential for customer support because...
by Team Capacity | May 1, 2024 | News & Stories
Is your team drowning in support tickets? Struggling to get eyes on the pile of customer questions in your helpdesk, or respond to them quickly enough? Lean teams, heavy workloads, and rising customer demands put tremendous strain on support strategies. But...
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