Articles

Our thoughts on the customer service industry.

Thoughts from the EdgeTier team

champions, award, trophy
Best Practice
Bart Lehane

What is Good Customer Service?

We all know that good customer service is important, but what does good customer service actually mean? In this post we break down the results of a comprehensive cross-industry study of digital customer service channels to understand what ‘good customer service’ actually means.

Read More »
Customer Support Agents on a Computer
Customer Care
Dallan Ryan

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 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

Read More »
Contact centres peak times and how agent assist technology can improve customer satisfaction and agent performance
Customer Care
Dallan Ryan

Reaching the Peak in Contact Centre Operations

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.

Read More »
Customer Care
Bart Lehane

CCMA Awards 2019

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

Read More »
Automation
Dallan Ryan

Is a Lack of Personalisation Driving Down Customer Experience Scores?

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

Read More »
AI
Shane

Enhancing customer service performance with AI – Interview

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.

Read More »
Agent Assist
Bart Lehane

Why bother assisting agents in customer service?

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

Read More »
Agent Assist
Bart Lehane

Play to your Strengths: The Changing Role of the Customer Service Agent.

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,

Read More »
people important in customer service
Agent Assist
Bart Lehane

The Value of People in Customer Service Organisations

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

Read More »

Let's Talk

Use the details or form below to contact us about anything you see on this website.

Location

Block B, Iveagh Court,
Harcourt Road,
Dublin 2,
D02R640

Contact

info@edgetier.com
+353 85 9124833

Twitter

@TeamEdgeTier

Scroll to Top