by Paulina Major | Jul 11, 2025 | Contact Center AI
Support teams are often measured by how quickly they resolve tickets. But the smartest teams prevent unnecessary tickets from being created in the first place. Ticket deflection is a critical component for support teams to improve metrics like time-to-response and...
by Paulina Major | Jul 11, 2025
One of the issues that scaling SaaS companies run into is keeping up with customer support. As new customers come in, so do the questions—many of them repetitive, but still important. Without the right tools, support teams quickly get overwhelmed, slowing down...
by Team Capacity | Mar 26, 2025 | Contact Center AI
This piece was originally published in Contact Center Pipeline. How to meet evolving customer expectations. Contact centers have long been on the front lines of customer service, but today, they’re witnessing a seismic shift in customer expectations. These...
by Team Capacity | Feb 4, 2025 | Artificial Intelligence
With on-premise Nuance rapidly approaching its end-of-support in 2025, many customers are looking for an alternative automatic speech recognition (ASR) provider. Perhaps they don’t want to move their data to the Azure cloud, or maybe the pricing model doesn’t work for...
by Team Capacity | Jan 25, 2025 | Artificial Intelligence
Nuance on-premise is reaching end-of-life. Do you have a plan to find a replacement? You need to not just stay on-premise but also likely want to match – if not improve – upon your existing speech capabilities with a Nuance replacement. And you ideally want a...
Customer Support
HR & Ops
IT Support
Sales & Marketing
