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.
Speech Analytics A strategic asset for every business In a world where customer interactions are multiplying and evolving across different channels, leveraging the voice of the customer is becoming a major driver of business performance. Speech Analytics, or automated interaction analysis, initially reserved for contact centers, is now expanding to […]
quality monitoring a process of listening to, evaluating, and analyzing interactions between call center agents and/or customer service representatives and the customers or prospects of a company or organization. The goal of quality monitoring to measure the quality of these interactions and improve them using a set of criteria […]
Quality departments have dreamed of it, CROSS-CX has made it happen. What is Quality Monitoring ?
Today, we're taking a step back to remind you what makes Cross CX so powerful Cross CX a platform designed specifically and exclusively to help you measure, understand, and act on every customer interaction. ✔️ Measure: We centralize all your customer and employee data, across all channels, for accurate tracking […]
🌐 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.
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.
