The power of real-time conversation analytics and agent guidance
What to look for in real-time conversation analytics and agent guidance technologies, the benefits they can deliver and best practices for improved outcomes
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To utilise the massive amount of customer interaction data available, a growing number of organisations are looking to real-time conversation analytics, as well as real-time agent guidance. In fact, over 36 per cent of the 150 CX experts in a recent CX Network study revealed they are considering real-time analytics systems so they can better personalise customer experiences.
The insights created by real-time conversation analytics provides a deeper understanding of customers, employees and the overall status of the business. Real-time agent guidance ensures that the value of conversation analytics is fully realised by democratising helpful insights to the relevant stakeholders with practical advice.
Here, we explore common misconceptions, the benefits these systems deliver for customer experiences and best practices for improved outcomes.
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Download this report to:
- Understand how to combat the challenges around real-time systems
- Uncover the reality behind common real-time system myths
- Learn about the benefits of real-time systems for remote workforces
- Access best practice tips on real-time agent guidance
