Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
Blog Articles
EdgeTier Conversation Intelligence Library
Learn more about EdgeTier products, customer service best practices, and discovery how customer service automation and AI can give your contact centre the competitive edge.
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Black Friday Survival Guide for Contact Centre Leaders
Black Friday isn’t just a sales event – it’s a stress test for your contact centre’s people, systems, and leadership.
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Customer Support Data Maturity: The 4 Levels That Define CX Success
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
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When Chatbots Go Wrong: The New Risk Landscape in AI Customer Service
Generative AI chatbots are transforming customer service – but also creating a new kind of risk. When AI assistants hallucinate,
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Introducing a Fresher, Faster, More Intuitive Look Inside EdgeTier
Following on from our recent update to the Home screen, which introduced a new way to surface the most pressing
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How to Turn Your Contact Centre into the Company’s Most Powerful Insights Hub
Most companies obsess over what’s easy to count when it comes to customer service – AHT, tickets closed, NPS –
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Build or Buy? Your Guide to Choosing the Right Customer Service Analytic Tool
Summary At a certain point in every CX leader’s journey towards optimisation, you are faced with a decision: should you
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How Can Contact Centres Stop Reactive Firefighting and Start Proactive Service?
If you lead a contact centre, you already know the drill. Volumes spike. Service levels slip. Teams scramble. Leaders react
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EdgeTier Home Screen: Real-Time Customer Service Insights
See what customer interactions matter, as soon as you log in. Customer service leaders are under pressure to spot problems
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EdgeTier Secures Betsson Group as new customer to power AI-driven customer insight and service optimisation
We’re excited to announce that Betsson Group is now live with EdgeTier across its European and Latin American support operations.
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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
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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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Fixing Confusion: Elevating emotion detection for smarter customer support
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
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What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024
Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
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EdgeTier Ranks #11 in Deloitte’s 2024 Technology Fast 50 Awards
We earned a spot on Deloitte's Technology Fast 50 Awards -- again!
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Modern Quality Assurance: How to do customer service QA the right way
Make agent QA both effective and efficient by blending AI and human expertise.
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Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
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AI-Powered Interaction Summaries are now available in EdgeTier
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
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EdgeTier now integrates with Zendesk Eventbridge
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
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Celebrating Our ISO 27001 Certification: What It Means for You
At EdgeTier, we’re thrilled to announce that we have achieved ISO 27001 certification, awarded by the British Assessment Bureau. This
