News : PEI Call Centre Using New Technology to Improve Performance
Charlottetown, PEI, Canada, July, 2019 -- Advantage Communication Inc. powered up its operations by integrating new technology to enhance call centre agent productivity.
Sightline Advantage uses augmented reality and artificial intelligence technology to provide real-time feedback to call centre agents, allowing them to make real-time adjustments to their performance.
In turn, this helps agents deliver superior customer service, and ensures agents are constantly striving to improve and learn new skills to increase their personal performance.
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"Sightline Advantage consolidates every metric and report into one easy-to-use data visualization, updated in real-time, so our contact centre managers can work more effectively with individual performance issues and they can easily see what is happening on the floor,’’ said Randy Clapp, chief revenue officer at Advantage Communications. "Agents know exactly what they need to do to succeed, and are further encouraged with a built in reward system."
Clapp said the process of measuring individual and team agent productivity was previously a cumbersome task using a large spreadsheet of data where quick visibility into live performance metrics was impossible.
"Now we are able to visually track the overall score of agents using augmented reality visualization technology and AI, in real time, based on key performance indicators set internally, or by the client. Sightline Advantage is a major advance in our call centre competitive advantage and allows us to continue to strategically challenge traditional call centres with innovative technology.’’
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Outsourcing
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About Advantage Communications:
Advantage Communications Inc. provides outsourced Customer Relationship Management solutions to clients across North America. Advantage has developed core expertise in Technical Support and Customer Care applications. We have a strong client portfolio in the Customer Service, Internet Service Provider, Application Service Provider, Hardware, and Software industries. Located in Charlottetown, Prince Edward Island, Eastern Canada, we provide high quality, technologically advanced CRM services via an outsourcing relationship that is transparent to our clients' customers.
Published: Thursday, July 25, 2019
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