Our thoughts on the customer service industry.
Thoughts from the EdgeTier team
Stress has always been seen as commonplace in the customer service sector with smallbizgenius.net stating that 83% of US workers suffer from work-related stress. Dealing with customers on a daily basis can take a toll on a support agent at one stage or another in their career. Regardless of which support channel the customer is
With the build-up to the winter holidays in full swing, it is true to say that we are in the middle of the busiest time of the year for many businesses. Black Friday, Cyber Monday, Thanksgiving and Christmas – companies experience a heightened dose of stress over the holiday period. The winter months definitely put a strain on organisations of all shapes and sizes to work way outside of their means. One department, in particular, that can burst at the seams; the customer support department.
Last week marked EdgeTier’s first time attending the CCMA awards and I was lucky enough to be in attendance with our partners CarTrawler. The awards evening is a night of celebration for all things contact centre, and a number of things struck me as the awards were being handed out and as the party continued
Humans versus technology. High quality conversations or faster response times? This is the dilemma that the vast majority of companies find themselves faced with in 2019. It is true to say that humans are incredibly effective and much more efficient when performing tasks that require critical thinking and empathy. Likewise, computers boast incredible power with
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial intelligence can enhance human-centric customer service through better personalisation, faster responses, and greater accuracy.
The role of a customer support agent What does it mean these days to be a customer support agent? It is a role that is challenging to do well, and can be disastrous for your company when done poorly. Common perception would have you believe that customer care agents spend hour after hour processing the
The world and their mother seem to be talking about AI. If the hype is to be believed, AI is going to transform every industry in the world in the next few years. It seems like the next time you visit the butcher you will be presented with an AI enabled pork-chop selector (in fact,
A Customer Care Tradition One of the nicer traditions I have come across in recent times was explained to me by the Head of Customer Service in a leading health insurance provider. Each week, members of his customer care team are given a number of greeting cards. These cards are left blank so that the
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