In Search of customer service Excellence

The EdgeTier Team thoughts on all things customer service, artificial intelligence, and agent efficiency.

edgetier can rapidly decrease handling time for emails

the EdgeTier Blog

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

Daniel Murray

Using AI to Improve Customer Experience

Importance of Customer Experience  According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience. Fonolo reports that 89% of consumers who experience poor service will leave for a competitor. The current process in contact centres tends to have many manual and inefficient elements when

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Daniel Murray

Analytics Innovation Award Finalists

It’s exciting times around EdgeTier HQ.  We’re delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities.  We like the sounds of that.   The Awards are live at 3pm on June 17th 

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Daniel Murray

HOLIDAY EXTRAS use ai alerting to improve travel Contact Centre metrics

”EdgeTier have allowed us to reach new levels of customer experience” Ian Copley Director of Operations, Holiday Extras   The EdgeTier Mission At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is

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YapStone use Arthur Agent Assistance for Customer Service
Daniel Murray

How Marketplace Contact Centres Are Scaling Chat & Email

“The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete Rowan Executive Vice President, Yapstone   The EdgeTier Mission At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our

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Ciarán Tobin

EdgeTier version 5.17: Full-text search and filter improvements

WHAT’S NEW WITH Search and filtering? Over the last while, we’ve been hard at work delivering enhancements to search and filtering within the system.  Here’s a summary of changes, with a full explanation in the post below. The Top Level Changes This new release brings significant improvements to search and filtering.  Previously restricted to booking/reference IDs, email

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Ciarán Tobin

EdgeTier version 5.13: Limitless Reporting, shortcuts, notes & more

In line with EdgeTier’s key themes of increasing team productivity while delighting with data, this release delivers major new functionality into the platform. Limitless Reporting provides ultimate flexibility in analysing how and why customers contact, as well as allowing you to deeply understanding the performance of your customer service team. The new Notes functionality allows

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process data through ai to detect anomalies and alert your contact center staff
Paul Minogue

Anomaly detection – can it help in contact centre management?

Track every metric Keeping on top of the metrics and activities required to ensure your contact centre is running smoothly can be difficult and overwhelming. Every unnoticed issue directly impacts customer experience, leading to frustration, missed SLAs, and reduced customer satisfaction. At EdgeTier, we believe that machine learning, and in particular “anomaly detection” techniques, can

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David Ross

What Is Good Customer Service for Utilities?

Previously EdgeTier investigated what was considered to be good customer service for the retail industry and compared it with 11 other industries that were analysed in the making of EdgeTier’s Digital Customer Support Analysis 2020. In this report, 200 brands across the UK and Ireland were examined on their email and chat support capabilities in

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Exceptional Email Performance

Reduce average handling times for email by up to 80%, while improving customer experience scores. Talk to EdgeTier Today.

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