Articles & Blogs
From data points to deep customer insights
Learn how to cut contact volume and protect your CX. Our blog shares practical strategies to help you gain full visibility into every interaction and address the issues that matter most to your customers.
Your Contact Centre Is Sitting on a Goldmine. Spotlight Helps You Dig
There’s a number that should bother every customer experience leader: 2-5%. That’s the share of contact centre interactions...
Ask Spotlight: your contact centre data answering back
For years, the promise of contact centre analytics has been: all your customer conversations, in one place, organised...
Voice of Customer Analytics: Turning Support into Strategy
Contact centres use voice of customer (VoC) analytics by systematically collecting and analysing signals from every support interaction,...
Speech Analytics Reporting: Metrics That Matter
Most contact centres are not short of data. They have dashboards tracking call volume, average handle time, service...
Why 95% of AI Projects Fail, And What Day One Should Actually Look Like
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
Travel Contact Centre Management: How to Handle Peak Season Demand
Summer peak is THE moment of truth for travel brands. Demand surges, operations get tested, and customers’ tolerance...
AI-Powered Quality Assurance: How It Works and Why It Matters
AI quality assurance in a contact centre is the use of artificial intelligence to automatically evaluate every customer...
What’s New at EdgeTier: Q1 2026 Product Updates
Every quarter, our team ships features designed to make your day-to-day work a little smoother, a little faster,...
How to Reduce Contact Volume with AI: A Practical Guide
The fastest way to reduce contact volume is to fix the problems that are generating contacts in the...
How Speech Analytics Reduces Contact Centre Costs
Contact centre costs are under more pressure than ever. The average cost-per-call metric hit a five-year high in...
What is Contact Centre AI Analytics? A Complete Guide
Contact centre AI analytics is the use of artificial intelligence to automatically analyse 100% of customer interactions, across...
Retroactive Phrase Tagging: Turning Yesterday’s Conversations into Today’s Answers
It’s 9:12am on a Monday. Your status page is green, but the queue is telling a VERY different...
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