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United States · United StatesCall 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 hires takes months because institutional knowledge is buried in those same systems (or locked in the heads of your most tenured employees). Meanwhile, you’re battling rising average han…Read Article
Why Call Centers Need an Answer Engine®
United States · United StatesSupport 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 resolution time. By automatically handling routine questions, teams reduce volume, accelerate response times, and free up agents to solve complex issues faster. With the right tools an…Read Article
A 5-Step Ticket Deflection Roadmap for SaaS Support Teams
Artificial IntelligenceCapacity’s Chief Revenue Officer, Karaline Venezia, recently sat down with Jason Lowe, host of AI diatribe leader looking to discuss AI adoption hesitations and opportunities for businesses. In the interview she offers real-world solutions to help organizations across industries build smarter, more efficient operations.
Looking for a quick read? Here are the three big takeaways: Takeaway 1: Let go of the “data isn’t ready” excuse We see it all…Read Article
