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.
Automated Quality Management in Contact Centres
Automated quality management is the shift from scoring a small sample to scoring every conversation, and it’s reshaping...
Staying ahead of customer issues when it matters most, with Novibet
We sat down with Afroditi Pina, Customer Operations Director at Novibet, for a conversation about something most iGaming...
EdgeTier is now available on AWS Marketplace
Enterprise contact centre teams can now procure EdgeTier through the AWS Marketplace EdgeTier is now listed on the...
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 the Customer Templates and Frameworks
Templates and frameworks are useful when they help you think more clearly (and useless when they substitute for...
Quality Monitoring Scorecards for Contact Centres
A scorecard is the difference between a subjective impression and a repeatable quality standard, but most teams never...
Voice of the Customer Analysis: How to Do It at Scale
Most contact centre teams know they should be analysing customer feedback more systematically. Most of them are also...
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....
Call Center Quality Monitoring: How It Works in Practice
Call center quality monitoring is the day-to-day act of observing and scoring customer conversations; the operational engine underneath...
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