Contact Center Quality — Targeted Analysis, Driven Performance

We’ve combined disciplines of psychology, engineering and technology to create results-based solutions.

Sage Advantage takes a multidisciplinary approach to efficiently analyze interactions and target high value trends and the underlying interactions. Engineered to adapt to any industry, we validate and identify emerging trends and continue to build deeper analysis utilizing both human evaluative as well as AI assisted approaches.

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Better Interactions for Better Customer Experiences

One of the driving factors for developing our fused approach is to extract and explain the behaviors, processes and perceptions underlying your customer interactions. In essence: How can you improve your business based on your customers’ experiences? To realize the value of these experiences, we unlock a greater understanding of human perception. To state it over simplistically, we perceive the world and interactions through our own lens of experience and culture.

By leveraging both expert teams and technology, we are better able to evaluate more customer interactions. From there, we identify and organize patterns that help provide a deeper analysis of what the customer took away from the interaction. This is the underlying analysis of what drives measures such as NPS scores, CSAT and overall Customer Experience (CX). Evaluative feedback from interaction is provided on multiple levels from individual agents, from line of business to contact center wide operations.

Schedule A Personalized One-On-One Demonstration

Better Interactions for Better Customer Experiences

One of the driving factors for developing our fused approach is to extract and explain the behaviors, processes and perceptions underlying your customer interactions. In essence: How can you improve your business based on your customers’ experiences? To realize the value of these experiences, we unlock a greater understanding of human perception. To state it over simplistically, we perceive the world and interactions through our own lens of experience and culture.

By leveraging technology, we are better able to evaluate more customer interactions. From there, we identify and organize patterns that help provide a deeper analysis of what the customer took away from the interaction. This is the underlying analysis of what drives measures such as NPS scores, CSAT and overall Customer Experience (Cx). Evaluative feedback from interaction is provided on multiple levels from individual agents, from line of business to contact center wide operations.

Schedule A Personalized One-On-One Demonstration

Your Dedicated Sage Team Provides the Right Information at the Right Time

Our dedicated data and quality analytical teams work to provide real-time analysis. We virtually embed these analyses within your organization to ensure you make the right decisions and recommendations as well as monitor compliance. Teams are in daily contact with client operations providing guidance and evaluative insight and post evaluative analysis. Back office operations support provides compliance monitoring and real-time feedback to stakeholders.

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Aline Quality and Compliance Measures with Organizational Targets

Sage Advantage helps align every quality, service or compliance measurement with a specific client business outcome. Based on these linkages to results and performance, we are able to model outcomes and create predictive models.

As an example: We recently had a client who was having an issue with the customers’ perception of professionalism in their interactions. We were able to first align and validate customer perception within 2.3% of the feedback customers had provided as well as internal measurement of professionalism. Once the drivers were identified, we helped them change this perception and exceed customer expectations. The results: Higher client retention and increased revenue.

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Predictive Modeling — Using Relevant Conversational, Transactional and Behavioral Data About Customer Interactions

Sage Advantage has historically always aligned every quality, service or compliance measurement with a specific client business outcome. Based on these linkages to results and performance, we are able to model outcomes and create predictive models.

As an example: We recently had a client who was having an issue with the customers’ perception of professionalism in their interactions. We were able to first align and validate customer perception within 2.3% of the feedback the customer had provided as well as internal measurement of professionalism. Once the drivers were identified, we helped them change this perception and exceed customer expectations. The results: Higher client retention and increased revenue.

Schedule A Personalized One-On-One Demonstration

The Success is in the Details

Sage helps call and contact center teams become more human and personal with customers, through engineered targeted analysis that drives performance.

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