Blogsby GlyphNov 6
How to Improve CX with Auto QA in 7 Practical Steps
Automated quality assurance (auto QA) is one of the most versatile tools at your disposal to catch compliance mishaps and script drift and to improve customer experience (CX) at scale.
Capacity Blog the company blog of Capacity: latest posts and feed
Capacity · Company blog · 23 a month · 45 posts since Sep 10, 2026
Nov 6
EU AI Act: How to Prepare Your Contact Center in 90 Days
The EU AI Act, which came into effect in August 2026, has changed the way businesses in the EU, and those that target customers in the bloc, have to disclose their use of AI.
Nov 6
What is Automated Quality Assurance for Contact Centers?
Automated quality assurance (auto QA) helps contact and call centers evaluate every customer interaction at scale, no manual sampling required.
Nov 6
How to Audit AI in a Contact Center: 7-Step Guide for 2027
If you’re looking for an end-to-end guide on how to audit AI in a contact center, you’ve come to the right place. Whether you’re just learning how to implement AI agents or already running them at scale, audits and ongoing monitoring...
Nov 4
What is Agentic Meaning in AI and How Is It Changing Work? (2026)
Learn the agentic meaning in AI and explore how agentic AI boosts efficiency, automates tasks, and enhances customer experiences.
Nov 4
Agentive AI: What It Is and How It Works in 2026
Agentive AI assists, automates and enhances your contact center operations. Learn how agentive AI works and where AI delivers the most value.
Nov 4
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 4 different types of loyalty.
Nov 4
Call Center Quality Assurance Software: 2027 Guide
Call center quality assurance software is a solution designed to ensure every interaction with your customers delivers the top experience and service quality they expect and deserve.
Nov 4
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 control.
Nov 4
Omnichannel Customer Experience: A Practical Guide for 2027
Over half of consumers check between three and five channels before committing to a purchase. Your website, social media, customer support, and email communication have to meet or exceed expectations to build enough trust with your...
Nov 4
Omnichannel vs. Multichannel: Which Strategy Wins in 2027?
What’s the difference between omnichannel and multichannel? Compare features, examples, and scaling impact before choosing your strategy.
Nov 4
Contact Center Technology: 6 Strategies for 2027
From IVR to AI chatbots, discover the contact center technologies that cut costs, improve CX, and help your team work smarter, not harder.
Oct 30
How to Ensure AI Governance in a Contact Center
AI governance in a contact center relies on an ecosystem of tools, workflows, and guardrails. This system ensures AI systems are safe, ethical, and compliant with the law.
Oct 29
Call Center Cost Reduction: How to Lower Costs and Protect CX
Call center cost reduction usually starts with a budget target, but quality issues can quickly muddy how effective a number that target is.
Oct 27
Agentic Consumer Report 2026: What Our Research Reveals About the Future of Customer Service
For years, businesses have been using AI agents for customer service to make support faster and more efficient. Now, customers are bringing their own AI into the conversation.
Oct 27
How to Achieve Higher Contact Center Automation Cost Savings
Contact center automation cost savings are real and achievable, but the number in most business cases isn’t. Leaders hear that conversational AI will reduce agent labor costs by $80 billion in 2026, according to Gartner’s 2022 forecast, or...
Oct 23
How to Automate Patient Appointment Scheduling in 6 Steps
If you’re wondering how to automate patient appointment scheduling, the answer is finding tools that handle the entire process from start to finish without you lifting a finger.
Oct 20
AI Compliance Guide for Contact Centers + Checklist
We put together this AI compliance guide for contact centers to help you make sense of the latest AI regulations and compliance requirements.
Oct 16
7 Tasks to Automate With AI for Healthcare Billing and Collections
AI for healthcare billing and collections is a smart way for clinics, healthcare contact centers, medical billing companies, hospitals, and other healthcare institutions to automate revenue cycle management (RCM).
Oct 15
11 Best Healthcare Call Center Software Tools in 2027
Healthcare call center software is a tool your contact center needs if you want to grow revenue, cut costs, help your team work more efficiently, and improve the patient experience.
Oct 14
QA for AI Agents: How to Score, Monitor and Improve Every Conversation
Only 27% of customers say they would try a customer service chatbot again after a negative experience, according to a September 2026 Gartner survey. You rarely get a second chance with a customer your AI agent has already let down.
Oct 9
Healthcare Call Center Guide: HIPAA, AI & Key Metrics
A healthcare call center covers patient requests, appointment bookings, reminders, insurance verification, and many other functions your business needs to provide timely and personalized patient support.
Oct 9
HIPAA-Compliant Call Center Guide: Rules, Fines & Tools
Building a HIPAA-compliant call center is a priority for healthcare businesses, private clinics, healthcare IT providers, insurers, and more, as the penalties for non-compliance are steep and violations can erode patient trust.
Oct 9
Knowledge Orchestration Strategy: How to Give Every Agent the Right Answer
Knowledge orchestration is the practice of connecting every AI and human agent to one centrally managed knowledge layer, and keeping that layer current, consistent and available on every channel.
Oct 2
Agentic AI for Contact Centers: 2026 Guide for CX Leaders
From call routing to proactive outbound, agentic AI is changing how contact centers work. Discover use cases, ROI, and ways to get started.
About this blog
Capacity's own blog, found on capacity.com by the daily check; not reviewed yet.
Posts per week, last 26 weeks
23 a month over the last six months (or since the feed's oldest post)
Posts by month
Writes about
Product and company (19), AI and agents (15), Reliability and performance (6) in the last six months.
Capacity
Capacity on Companies (companies.fru.dev)Across Glyph:Roundup·Downtime·Leaders·Paydays·problems·socials
History
Official checkSep 25
not reviewed to official: on capacity.com