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.
[CUSTOMER CENTRIC#1] Relive the interview with Relation Client Mag
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.
Conversation Analysis: Definition, Origins in Linguistics, What Is Measured, Applications in Contact Centers, the Role of Large Language Models, and Criteria for Choosing Software.
Quality Monitoring Process · Method The “ Quality Monitoring ” involves using a set of criteria to evaluate a sample of interactions between your advisors and your clients, in order to measure service quality and improve it. The definition can be summed up in a single sentence; the challenge lies elsewhere: in the organization. This article describes the […]
Quality departments have dreamed of it, CROSS-CX has made it happen. What is Quality Monitoring ?
Aujourd’hui, nous prenons un peu de recul pour rappeler ce qui fait la force de Cross CX : une plateforme CX conçue spécifiquement et exclusivement pour vous aider à mesurer, comprendre et agir sur chaque interaction client. ✔️ Mesurer : Nous centralisons toutes vos données clients et collaborateurs, sur tous les canaux, pour un suivi […]
🌐 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 key priority for businesses, and contact centers are the cornerstone of this effort. Yet one fundamental aspect is still too often overlooked: agent well-being. A satisfied, engaged agent who is properly trained has a direct impact on customer satisfaction; analyzing the sentiment of […]
Customer experience is often at the heart of companies' preoccupations, yet one key element is sometimes overlooked: contact center employee engagement. All too often, performance improvement is based on analyzing interactions, monitoring KPIs and collecting customer feedback, without this information leading to action.
