The True Cost of Poor Customer Visibility
Guest Speakers Most organisations think they understand why customers contact them until rising volumes, manual analysis bottlenecks, and failing self-service
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 further — using conversation signals to spot customer frustrations, fix root causes, and coach behaviours that change outcomes. Join us for this practical, insight-packed webinar with Barrie Howarth from Holland & Barrett, who will share how his team transformed their quality assurance process. You’ll hear how they moved away from manual, disconnected systems and now use AI-driven insights to reduce customer frustration, support their agents, and deliver measurable improvements in efficiency and customer experience.
What You’ll Learn – How to spot customer frustration early with sentiment analysis.
- Real-world examples of turning QA insights into policy changes and coaching improvements.
- How live scorecards and instant feedback are helping Holland & Barrett’s team leaders coach more effectively.
- The efficiency gains from modernising QA — and how saved time fuels better insight work.
- What’s next: the role of AI auto-QA in scaling reviews without losing the human touch.
Don’t miss the chance to hear first-hand from Holland & Barrett on how they’re reducing customer frustration through data-driven insights and coaching.
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How PowerPlay used real time customer support insight to prevent 50% revenue loss
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Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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."
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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