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.

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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David Ross

What Is Good Customer Service For Retail?

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.

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champions, award, trophy
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.

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Customer Support Agents on a Computer
David Ross

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

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Contact centres peak times and how agent assist technology can improve customer satisfaction and agent performance
David Ross

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.

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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.

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