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P.E.I. call centre using new technology to improve performance

By the year 202, the P.E.I. government will have paid $23 million to Bell Aliant for telephone services.
Advantage Communications is utilizing new technology to provide clients with real-time operational intelligence integrated into their customer care programs.

One of North America's leading call centres, Advantage Communication Inc. powered up its operations by integrating a new innovative 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.

Sightline Advantage technology creates agent behavioural awareness to drive self-correction and engagement. This behavioural awareness adjustment leverages the human instinct to do better and improve performance, which can lead to a 20 per cent increase in agent productivity, going straight to the client's bottom-line. 

“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.’’

By introducing Sightline Advantage, Advantage Communications believes it is keeping on the leading edge of call centre performance, with a process of continual improvement that creates better customer service and improved efficiency.

Advantage Communications is utilizing this innovative visualization technology to provide clients with real-time operational intelligence integrated into their customer care programs. 

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