by Eglė Račkauskaitė | Jun 18, 2026 | Contact Center AI
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...
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 Eglė Račkauskaitė | May 15, 2026 | Contact Center AI
Contact center analytics is a feature that collects, measures, and analyzes data from customer interactions and operations within a contact center to improve performance, personalize customer experience, and fill any service gaps. It’s a crucial differentiator...
by Eglė Račkauskaitė | May 15, 2026 | Artificial Intelligence
Not sure whether Cresta or Capacity is better for your customer support? The main difference when comparing Cresta vs Capacity is that Cresta is more of an overlay AI solution for enterprises to enhance their current tech stack, while Capacity offers a unified CX...
by Eglė Račkauskaitė | May 8, 2026 | Contact Center AI
Agent productivity in a contact center measures how efficiently agents resolve customer issues — typically tracked through metrics like average handle time (AHT), first contact resolution (FCR) and tickets handled per hour. When you think about the foundation of your...
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