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.
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 »
