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 the Customer Templates and Frameworks
Templates and frameworks are useful when they help you think more clearly (and useless when they substitute for...
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....
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...
Voice of the Customer Tools: What Teams Actually Use
Ask five people in CX what voice of the customer tools they use and you’ll get five different...
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...
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