In Search of customer service Excellence

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

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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.

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

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people important in customer service
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

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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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