15 February 2023The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact…- 1 August 2022In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as…
25 March 2022Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.…
14 March 2022Customer contact deflection with chatbots; it's the quintessential example of AI for a contact centre. The instant a customer first…
28 October 2021In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with…
21 September 2021Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments…- 16 September 2021Do you remember, the 21st night of September? You will have to forgive us as it's not quite the 21st…
- 22 June 2021Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely…
- 16 June 2021Offline Chat Deflection & Live Searched Chats Are Here Today, we’re announcing two exciting new features. Offline Chat Deflection will allow customers…
- 10 June 2021Importance of Customer Experience According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors…
