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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.
EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More
This release includes some helpful additions to help identify any potential issues in the chat queue through Live...
EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More
In line with EdgeTier’s key themes of increasing team productivity while delighting with data, this release delivers major...
Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
Anomaly Detection – Can it help in Contact Centre Management?
Track every metric Keeping on top of the metrics and activities required to ensure your contact centre is...
What Is Good Customer Service For Utilities?
Previously EdgeTier investigated what was considered to be good customer service for the retail industry and compared it...
What Is Good Customer Service For Retail?
In this blog post we will look specifically at retail and how the UK retail industry compares with...
Agent Stress: Identification and Management in Contact Centres
Stress has always been seen as commonplace in the customer service sector with smallbizgenius.net stating that 83% of...
CCMA Awards 2019
Last week marked EdgeTier’s first time attending the CCMA awards and I was lucky enough to be in...
Is a Lack of Personalisation Driving Down Customer Experience Scores?
Humans versus technology. High quality conversations or faster response times? This is the dilemma that the vast majority...
Enhancing Customer Service Performance With AI – Interview
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing...
Why Bother Assisting Agents In Customer Service?
The role of a customer support agent What does it mean these days to be a customer support...
CCMA Members Forum – CarTrawler & Edgetier – Using AI to deliver seamless customer experiences and drive commercial results
CarTrawler & Edgetier breakfast briefing on ‘using AI to deliver seamless customer experiences and drive commercial results’.
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