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.
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 with 11 other industries that were analysed in the making of EdgeTier’s Digital Customer Support Analysis 2020. In this report, 200 brands across the UK and Ireland were examined on their email and chat support capabilities in …
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 both its competition and the overall industry average. We will also outline industry benchmarks and suggestions on what it takes to provide best-in-class customer support.
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 US workers suffer from work-related stress. Dealing with customers on a daily basis can take a toll on a support agent at one stage or another in their career. Regardless of which support channel the customer is …
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Reaching the Peak in Contact Centre Operations
With the build-up to the winter holidays in full swing, it is true to say that we are in the middle of the busiest time of the year for many businesses. Black Friday, Cyber Monday, Thanksgiving and Christmas – companies experience a heightened dose of stress over the holiday period. The winter months definitely put a strain on organisations of all shapes and sizes to work way outside of their means. One department, in particular, that can burst at the seams; the customer support department.
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 of companies find themselves faced with in 2019. It is true to say that humans are incredibly effective and much more efficient when performing tasks that require critical thinking and empathy. Likewise, computers boast incredible power with …
Is a Lack of Personalisation Driving Down Customer Experience Scores? Read More »