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.
Call Centre Speech Analytics: Use Cases & Benefits
Call centre speech analytics is most valuable when it’s applied to the problems contact centres feel every day:...
6 Customer Experience Trends That Will Redefine CX in 2026
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
How Real-Time Anomaly Detection Transforms Retail Contact Centres During the Festive Season
Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how...
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,...
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...
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....
Black Friday Survival Guide for Contact Centre Leaders
Black Friday isn’t just a sales event – it’s a stress test for your contact centre’s people, systems,...
Customer Support Data Maturity: The 4 Levels That Define CX Success
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
When Chatbots Go Wrong: The New Risk Landscape in AI Customer Service
Generative AI chatbots are transforming customer service – but also creating a new kind of risk. When AI...
Introducing a Fresher, Faster, More Intuitive Look Inside EdgeTier
Following on from our recent update to the Home screen, which introduced a new way to surface the...
How to Turn Your Contact Centre into the Company’s Most Powerful Insights Hub
Most companies obsess over what’s easy to count when it comes to customer service – AHT, tickets closed,...
Build or Buy? Your Guide to Choosing the Right Customer Service Analytic Tool
Summary At a certain point in every CX leader’s journey towards optimisation, you are faced with a decision:...
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