Real-time conversation analytics and agent guidance technologies provide organizations with opportunities to improve customer satisfaction, expand share of wallet, and prevent churn. However, many organizations struggle to uncover relevant insights, turn them into action, and democratize relevant data. To utilize the massive amount of interaction data available, a growing number of organizations are turning to real-time conversation analytics and agent guidance. These systems provide a deeper understanding of customers, employees, and the overall status of the business, and ensure that the value of conversation analytics is fully realized by democratizing helpful insights to relevant stakeholders with practical advice. Best practices for improved outcomes include overcoming common misconceptions, leveraging the benefits of these systems, and implementing them effectively.
