Conversation Analytics and CX: 2026 Guide
What is conversation analytics, and how does it help improve customer experience and operations in the contact center?…
Most Recent Articles
What Are the Most Direct Causes of Customer Loyalty?
While the causes of customer loyalty can seem complex, they often come from experiences. Read to learn about…
Quality Assurance vs. Quality Control: the Difference for CX
Tracking and enhancing support quality helps boost CX and revenue. Learn the difference between quality assurance vs quality…
Call Center Automation: How to Improve Your Customer Service in 2026
Call center automation helps lower costs while enhancing customer and team experiences. Here's your guide to making the…
The Technical Blueprint for High-Connect Outbound Campaigns
TL;DRHigh outbound connect rates aren’t a volume problem—they’re a trust and engineering problem. To reach real people in…
Capacity Bridges Agent Guidance and Automation Gap with Creovai Acquisition
Capacity has announced the acquisition of Creovai, a leader in real-time agent assist and automated quality assurance solutions.…
Capacity Strengthens Conversational AI Capabilities with Thirteenth Acquisition
Capacity has announced the acquisition of KLaunch, a conversational AI company that helps government, healthcare, nonprofit and sports…
Research & Insights Teams Lead the Way on Knowledge Management
Author: Scott Litman, Capacity SVP & Formerly Founder of Lucy In the two years since ChatGPT’s public debut,…
The Future of Capacity: CEO Insights
In our CEO latest webinar we look at the future of support and Capacity’s roadmap. Learn how to…
The Rise of AI Apps
AI is moving fast and it’s tough to keep up. You might think you need to build a…
Improving CX in the AI Age
This piece was originally published in Contact Center Pipeline. How to meet evolving customer expectations. Contact centers have…
Enhancing Security with Anti-Spoofing Technologies
As the technology companies use becomes more advanced, so are attempts to hack and spoof that technology. Cybersecurity…
