Resource Hub
The conversational intelligence library
Master the "why" behind your contact spikes. Access expert resources on using real-time insights to solve issues at the root and deliver a best-in-class customer experience.
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...
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...
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,...
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:...
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...
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...
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....
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...
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...
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...
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...
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...
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