Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
Real Strategies from CX Leaders in Retail & Travel
Takeaways from the CCMA Leadership Forum — where senior CX leaders shared how they’re pushing contact centres up the value chain.
What’s actually working in contact centres today?
This CCMA forum output includes direct insight from senior leaders at Boots, IKEA, LEGO, Panasonic, The Very Group, Gousto, Loveholidays, Ocean Holidays, and more.
What you'll learn:
- What it takes to influence the wider business with customer insight
- How teams are using AI and automation to act faster — and smarter
- How they’re using contact centre data to cut cost, reduce effort, and drive revenue
Brought to you by: CCMA and EdgeTier
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Unlock the Value of Contact Centre Data
Articles & Case Studies
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Explore in-depth case studies and expert articles that unpack the real reasons behind NPS shifts. Learn how top-performing teams are identifying friction points, scaling AI-driven insights, and transforming customer feedback into measurable impact.
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How TUI cut payment contacts by 40% and turned weeks of analysis into minutes
Who we spoke with: Quentin Bottner (Head of Continuous Improvement) and Jack Orbell (Continuous Improvement Consultant) Company: TUI Group —
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Spotlight What Matters Most in Your Customer Conversations
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
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Give us 30 minutes and we’ll show you how to detect emerging issues, gain 100% visibility into customer attitudes, and boost agent performance with targeted coaching.