Strong Customer Emotion Spikes: The Signals Most Support Teams Miss
Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration, confusion, and
Analytics Innovation Award Finalists
It's exciting times around EdgeTier HQ. We're delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities. We like the sounds of that. Contact Centre Monitoring and Alerting The award is given to…
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24 May 2021
It’s exciting times around EdgeTier HQ.
We’re delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities.
We like the sounds of that.
Contact Centre Monitoring and Alerting
The award is given to a business or technology that has analytics at its core. That’s why we’ve submitted our monitoring and alerting AI software. Our software monitors all of your customer conversations and contact centre activity for unusual patterns and anomalies.
Good Company
The final takes place live on June 17th at 3pm and there are some big names in the final.
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Conversational Analytics: Earning CX a Seat at the Boardroom Table
Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We all say
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Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
Customer-Focused Leaders Trust EdgeTier
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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