In Search of customer service Excellence
The EdgeTier Team thoughts on all things customer service, artificial intelligence, and agent efficiency.
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.
“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
Travel Contact Centres Stay Alert With WatchTower AI Background: the travel industry The travel industry is a spinning plate that can stop at any time. When plates are spinning they are militant in rhythm. They flow in the air to a beat the rest of the world understands. There is a set
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
This release includes some helpful additions to help identify any potential issues in the chat queue through Live Chat Warnings. A new button and improved email details will allow agents to see more email information with Email Information Enhancements. Chats and emails can be re-skilled with the new Change Skill functionality from the search screen. An
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
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
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
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
In this blog post we will look specifically at retail and how the UK retail industry compares with both its competition and the overall industry average. We will also outline industry benchmarks and suggestions on what it takes to provide best-in-class customer support.
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.
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.
analytics for CX focussed companies
Take full advantage of the insights buried in your customer conversations, start to improve your customer and agent experience now.