CROSS-CX AND THE GDPR You have already entrusted us, or are considering entrusting us, with the provision of services involving one or more processing operations involving personal data contained in your local databases or in the cloud, interconnected with CROSS-CRM modules...
The article on En-Contact announces the launch of Cross CRM by Customer Square, a new tool designed to supervise and monitor the quality of customer relations across different channels and providers.
Focus on a very unusual year and its impact on the work of the young startup Cross CX
In a climate of hyper-competition, e-commerce players can no longer limit their strategies to customer acquisition. Customer loyalty is the absolute priority. But this requires precise customer knowledge.
Relive the En-Contact Mag interview on Speech Analytics, Quality Monitoring data collection in contact centers.
💰 Let's talk about the ROI (Return on Investment) of ualitymonitoring with CROSS-CX! Our Customers already know that implementing the platform can transform your customer experience management, and boost your operational performance, so we've chosen to share some of their secrets with you! 🕵♂️ In our exclusive guide to [...]
🌐 Why choose transparent AI and Onpremise processes for your conversation analytics in speechanalytics , and for your automatic qualitymonitoring? In 2025, the data retention and use policies of large-scale AIs (LLMs) such as GPT-4, Deepseek Gemini, etc ... raise crucial questions about privacy and the duration [...]
Improving the customer experience is a central issue for companies, and contact centers are the cornerstone of this. However, one fundamental element is still too often neglected: the well-being of agents. A satisfied, committed and well-trained agent has a direct influence on customer satisfaction.
Today we asked an AI to compare McKinsey's 2 articles on the state of customer relations in 2022 and 2024, to look at Gartner and BCG's insights on 2025, and to help us learn from them. Analysis based on the two McKinsey articles cited, in particular the [...]
Debriefing is an integral part of Quality Monitoring contact centers and customer service departments. By involving both agents and managers in constructive feedback, debriefing transforms each piece of feedback into concrete actions for improvement. These debriefings can be structured and optimized to foster a true culture of continuous improvement. Debriefing […]
Conversation analysis: a silent revolution Every day, companies accumulate thousands of hours of calls, meetings, and customer interactions. These conversations are full of valuable information... but often remain untapped. speech analytics, or conversation analysis using artificial intelligence, gives a voice to data. Thanks to AI, it is now possible to [...]
