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.

Results found:

Customer Story

Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics

''EdgeTier have allowed us to reach new levels of customer experience” Ian CopleyDirector of Operations, Holiday Extras The EdgeTier […]

Customer Story

How Cartrawler Revolutionised Customer Support with Award Winning AI

"EdgeTier is no ordinary software product ... It has completely changed how we work at CarTrawler.” James WaghornDirector of Customer […]

Releases

EdgeTier Version 5.17: Full-text Search & Filter Improvements

What's New With Search and filtering? Over the last while, we’ve been hard at work delivering enhancements to search and filtering […]

Releases

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 Chat Warnings. […]

Releases

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 new functionality […]

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.

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 running smoothly […]

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 Care

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 […]

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