Turning QA Insights into Better Coaching and Customer Outcomes
Nov 5, 2025 12:00 PM In partnership with Holland & Barrett Most QA software grades agents. The best teams go
How PowerPlay used real time customer support insight to prevent 50% revenue loss
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On-Demand
Hosted by EdgeTier & PowerPlay
In iGaming, when something breaks — a login error, gameplay bug, or deposit issue — support feels it first. But without the right tools, you’re reacting too late, relying on agent anecdotes, and scrambling to prove what’s wrong. Sound familiar?
This webinar breaks down the shift from manual conversation analysis to real-time issue detection using your own support conversations. Featuring a live case study from PowerPlay.
What you’ll learn:
- How to detect and fix critical issues in <15 minutes
- How Support can became the early warning system for Product, Ops and Legal
- How real-time visibility can replace Slack anecdotes and guesswork
Speakers:
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The Shift from Reaction to Resolution: Solve Customer Issues Faster with Proactive Insights
On-demandHosted by EdgeTier & AWSIn partnership with CCMA Ireland Today’s contact centres aren’t just for answering customer questions—they’re under pressure
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How TUI Reduced Contact Rates by 7% Using Customer Support Insights
On-Demand Hosted by EdgeTier & TUI TUI takes over one million customers on holiday each year, generating 100,000+ contacts weekly.
Customer-Focused Leaders Trust EdgeTier
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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