Driving business improvement with conversation analytics Conversation analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. It is important to consider how, when used correctly, your conversation analytics strategy can use your organisation’s objectives to transform legacy call centres into forward-looking value centres. While some behaviours become best practices for implementing an effective customer experience strategy, others can put your organisation at risk. With the right technology, companies can see what’s working and which areas of the business need improvement. Leveraging conversation analytics on the wealth of customer interactions gives you a better understanding for how customers feel towards various aspects of your organisation — it makes it easier to uncover and understand what matters most to customers and agents with data-supported confidence.