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 TUI Reduced Contact Rates by 7% Using Customer Support Insights
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On-Demand
Hosted by EdgeTier & TUI
TUI takes over one million customers on holiday each year, generating 100,000+ contacts weekly. Like many, they had gut instincts about why customers were reaching out—but no data to confirm or act on. Insights were hard to surface and rarely left the contact centre. So, they changed approach—and in this webinar, they’ll share how they did it.
The result? Lower contact rates, fewer repeat issues, and smarter decisions across product, digital, and operations.
What You’ll Learn:
- How TUI used AI to analyse 100% of conversations
- How insights now guide business-wide decisions
- Steps taken to reduce key contact drivers
- What to prioritise to move from reactive to proactive
Speakers:
- Shane Lynn CEO & Co-Founder, EdgeTier
- Jack Orbell, Continuous Improvement, TUI
Whether you’re leading a contact centre or looking to make smarter, faster business decisions using the Voice of the Customer—this session is for you.
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Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI InsightsHow TUI Reduced Contact Rates by 7% Using Customer Support Insights
Event date: 12 June, 2025
Event time: 3:00 pm