Real-Time Agent Guidance: Use Cases and Best Practices

July 2021
By Donna Fluss

Introduction

To meet ever-increasing customer expectations, it’s essential for companies to be able to transform their service and support organizations on-the-fly based on real-time feedback. Providing employees with in-the-moment insights about customer emotion and sentiment along with next-best-action recommendations and guidance to address customer needs requires real-time analysis of customer conversations. These capabilities are available only from real-time speech (conversation) analytics solutions.

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