Blog Search Results

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

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Customer Experience, AI, Sentiment Analysis

Customer Sentiment Analysis for contact centres

Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we learn about how sentiment analysis works, and where best to apply sentiment analysis to your contact centre.

Customer Experience, AI, Automation, Customer Service

Where and Why to apply AI in your contact centre

The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly […]

Customer Experience, AI, Automation, Quality Assurance (QA)

AI Powered Quality Assurance (QA) and Agent Reviews

The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact […]

Customer Experience, Agent Assist, AI

Five Agent Assist applications for contact centres

In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as […]

Customer Experience, AI, Customer Service, Text Classification

Using AI to Label Contact Centre Contacts and Surveys

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.

Customer Experience, Blog

5 Ways Ai is Improving the Life of Contact Center Managers

Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer […]

Customer Experience, Customer Care

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.

Customer Experience, Best Practice, Customer Care

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 […]

Customer Experience, Best Practice, Customer Care

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.

Customer Experience, Customer Care

CCMA Awards 2019

Last week marked EdgeTier's first time attending the CCMA awards and I was lucky enough to be in attendance with […]

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