In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as a method to improve agent performance while maintaining or even improving customer service. The popularity has increased as systems have become more flexible and open with data APIs, and the accuracy of AI systems has …
Five Agent Assist applications for contact centres Read More »
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.
5 Ways ai is improving the life of contact centers managers Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer insights to the wider business. It’s a tough gig. Based on Harvard Business Review research, during the 2020 and 2021 Covid crisis, companies saw hold …
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The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
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 …
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.
We all know that good customer service is important, but what does good customer service actually mean? In this post we break down the results of a comprehensive cross-industry study of digital customer service channels to understand what ‘good customer service’ actually means.
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.
Last week marked EdgeTier’s first time attending the CCMA awards and I was lucky enough to be in attendance with our partners CarTrawler. The awards evening is a night of celebration for all things contact centre, and a number of things struck me as the awards were being handed out and as the party continued …
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 »
