Capacity

““The use of tech has helped make healthcare more patient-friendly,” said Sarah. “With tools like Capacity, patients can quickly find information about healthcare options, insurance, and all the services we provide.””

“AI and big data will likely further improve healthcare by anticipating the needs of patients and providers and offering resources that maximize the experience.”

“Capacity is really good at answering questions about loan guidelines. It saves a ton of time. And if it ever doesn’t know the answer to a question, it can find the person who does.”

“What comes from the people is tenacity and knowledge. From bringing in the loans to getting it over the finish line, it’s a team sport.”

“We’ve invested heavily in technology, and it’s evolving the way we do business.”

“Work with Capacity, or at a minimum, consult Capacity on knowledge base inefficiencies for your clients and internal teams. Capacity’s team does an amazing job in seeking to understand your pain points and customize their solutions to best support your ever-changing needs.”

“At a time when productivity and saving money are paramount to retaining your business, take a look at all of the inefficient processes your staff do daily, talk to Capacity, and turn those inefficiencies into a gain in dollars and time by transitioning your team to more important tasks.”

“In the banking industry, our workforce has to learn more and more, year after year because we continue to add various channels, products, and ways our team can access information and conduct a transaction. We introduced the Capacity platform to ensure our team has access to the information and knowledge they need.”

“When customers visit our website, they’re coming for knowledge, not just information. We would never let someone come into a branch office without being greeted or helped, so we’re using Capacity to ensure our website visitors get the same treatment.”

“At the end of the day, it’s about making each contact center interaction better. It’s clear that the text option for discount coupons meets our customer’s preference for SMS. Overall, business texting has improved agent efficiency and service level, further enhancing our customer experience.”

“It allows an associate to look at a ticket and say, ‘Maybe I should respond to this differently.’ Having that predictive score and an extra layer of review has helped us increase our CSAT from 89 to 97%.”

“It makes our analysis more efficient and allows us to focus on improving the most important areas of our customer experience.”

“Capacity enabled us to handle more calls at less cost and deliver exactly what our members need.”

““Nothing falls through the cracks, and responsiveness is really great. We have two or three people available that can respond to patients quickly. If we leave our patients a voicemail, we might never hear back from them at all. Capacity is a game-changer.””

“Technology like this helps level the playing field for us, the little person, who’s fighting against billion-dollar companies—so I love the fact that we’ve got tech on our side.”

“The one asset you cannot get back is time. But you can get more of it, and use it more efficiently [with Capacity]. That to me is the single most important factor about leveraging technology from the good folks at Capacity.”

“Prepare.ai is unique in that it draws people from a diverse array of backgrounds and interests. We had high school kids in the room as well as people who have been in data science for 20 years.”

“To keep the team focused and engaged during times of stress, we needed a tool that could lessen their load.”

“When I look at Prepare.ai through the lens of what it means for our city, it’s a great opportunity to bring more people to St. Louis and tell our story the way we want to tell it”

“Working with Capacity has definitely been a positive experience for us. They’ve given us the flexibility to provide multiple communication options for our customers.”

““When you’re listening to a few calls a month, you’re not getting a true picture of member sentiment,” says Tricey Kruger, VP of Channel Services. “Capacity gives us a robust and automated way to gather member insights and share them. We have a holistic look at how our members feel about change.””

““Two things with Capacity that really blew my mind were the ease of the dashboards and the quick-but-deep dives you can do with just a couple of searches,” says Boyle.”

““There have been strikes forward in agent performance as we continue to look at the full picture of our member conversations,” says Ian Boyle, Director of the Contact Center.”

““Training agents to use acknowledgment language–expressing empathy–has always been challenging,” says Travis Amburgy, QA Manager at TwinStar. “But within our first month of using custom QA scoring, we saw our agents’ use of acknowledgment language go up 31%.””

““Why would I need to ask my members about their experience? They already told me about it in their conversation,” says Mickelson. “Being able to bring those insights forward with Capacity is so powerful.””