What is the True Cost of Poor Customer Visibility?
Poor customer visibility rarely looks like a data problem. It shows up as rising contact volumes, endless manual analysis, failing
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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The True Cost of Poor Customer Visibility
Guest Speakers Most organisations think they understand why customers contact them until rising volumes, manual analysis bottlenecks, and failing self-service
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6 Customer Experience Trends That Will Redefine CX in 2026
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
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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
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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 —
