How Real-Time Anomaly Detection Transforms Retail Contact Centres During the Festive Season
Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how real-time anomaly
Resource Library
EdgeTier Conversation Intelligence Library
Leveraging our experience in analysing hundreds of thousands of customer interactions daily, we’re excited to share unique insights on delivering best-in-class customer experiences through AI and machine learning—without losing the human touch.
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Strong Customer Emotion Spikes: The Signals Most Support Teams Miss
Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration, confusion, and
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Conversational Analytics: Earning CX a Seat at the Boardroom Table
Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We all say
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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
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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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Turning QA Insights into Better Coaching and Customer Outcomes
Nov 5, 2025 12:00 PM In partnership with Holland & Barrett Most QA software grades agents. The best teams go
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From Reaction to Resolution: How Electric Ireland used EdgeTier to boost customer CSAT scores by 21%
37% reduction in email volumes 21% improvement in CSAT scores 19% improvement in FCR Electric Ireland, Ireland’s largest energy provider
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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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The Shift from Reaction to Resolution: Solve Customer Issues Faster with Proactive Insights
On-demandHosted by EdgeTier & AWSIn partnership with CCMA Ireland Today’s contact centres aren’t just for answering customer questions—they’re under pressure
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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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How PowerPlay used real time customer support insight to prevent 50% revenue loss
On-DemandHosted by EdgeTier & PowerPlay In iGaming, when something breaks — a login error, gameplay bug, or deposit issue —
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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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How TUI Reduced Contact Rates by 7% Using Customer Support Insights
On-Demand Hosted by EdgeTier & TUI TUI takes over one million customers on holiday each year, generating 100,000+ contacts weekly.
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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 —
