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.
Articles & News
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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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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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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Why Contact Centres Must No Longer Gamble On Missing Customer Issues
Foreword Since launching to the market in early 2021, EdgeTier’s intelligent monitoring and alerting software has established itself as the
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Customer Sentiment Analysis for contact centres
Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we
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Where and Why to apply AI in your contact centre
The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly
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AI Powered Quality Assurance (QA) and Agent Reviews
The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact
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Five Agent Assist applications for contact centres
In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as
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Using AI to Label Contact Centre Contacts and Surveys
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.
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Contact Deflection, Chatbots, and Customer Assistance
Customer contact deflection with chatbots; it's the quintessential example of AI for a contact centre. The instant a customer first
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Analyse Customer Sentiment on Zendesk Ticket Comments
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments
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React to Issues Faster With Contact Centre AI
Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely
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Anomaly Detection – Can it help in Contact Centre Management?
Track every metric Keeping on top of the metrics and activities required to ensure your contact centre is running smoothly
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Enhancing Customer Service Performance With AI – Interview
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial
