[VIDEOS] CROSS.CX Team Year 2020 in Review

Supervision des bots conversationnels en service clients.

Quality Monitoring · IA conversationnelle Les bots vocaux et chat sont devenus un canal de relation client à part entière. Et comme tout canal, ils gagnent à être écoutés, compris et améliorés en continu. Bonne nouvelle : tout ce qu’il faut pour le faire existe déjà. Déployer un agent conversationnel n’a jamais été aussi accessible. […]

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Quality Monitoring Opinion Pieces and Interviews

How to Implement Quality Monitoring in 8 Steps Without Compromising Compliance

Article Summary · · Chapters Click on a chapter to go directly to it Collapse Many quality teams continue to evaluate only a small portion of their calls, chats, or emails, then extrapolate the results to the entire volume of activity. This traditional sampling model has long been acceptable—but it is now showing its limitations in the face of the rise […]

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Features Quality Monitoring Speech Analytics

AI-assisted agent self-assessment: towards Quality Monitoring in contact centers

Contact centers face a dual challenge: ensuring impeccable service quality for increasingly demanding customers, while quickly training and mobilizing advisors in a constantly changing environment subject to structural turnover. Historically, Quality Monitoring QM) has focused primarily on analyzing interactions between […]

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CrossCX News Speech Analytics Opinion Pieces and Interviews

Speech Analytics when AI transforms conversation into strategic intelligence

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 [...]

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CrossCX News Opinion Pieces and Interviews

The importance of debriefing in Quality Monitoring

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 […]

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CrossCX News Opinion Pieces and Interviews

Customer service from 2022 to 2025: from storms to AI agents

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 [...]

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Quality Monitoring Speech Analytics Opinion Pieces and Interviews

13 key criteria for choosing an Quality Monitoring and Speech Analytics solution

Choosing an Quality Monitoring and Speech Analytics tool Speech Analytics a strategic priority for customer-centric organizations. Whether in contact centers, customer service departments, or customer experience teams, professionals expect such a solution to combine advanced technology with business value. Here is a 13-point checklist of […]

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Features Forums and Interviews

Employee Commitment: A foundation for contact center performance

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.

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CrossCX News Speech Analytics Opinion Pieces and Interviews

Sentiment analysis: A key lever for agent training and well-being

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.

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Features

💡Maximize the efficiency of your Chatbots and Voicebots with optimized supervision!

Companies are increasingly turning to next-generation bots to provide autonomous, responsive customer services. But how can you ensure that these innovative tools truly meet your users' expectations? At CROSS-CX, we have developed key solutions for monitoring and continuously improving your bots. [...]

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CrossCX News Opinion Pieces and Interviews

Choosing transparent, on-premise AI models

🌐 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 [...]

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Quality Monitoring Customer Testimonials

✨ 2024: In less than a year, we are already receiving positive feedback on the implementation of Quality Monitoring !

In just a few months, several companies have begun to transform their processes with this approach, improving compliance, customer satisfaction, and agent performance. 🔍 The concrete benefits:- Accurate, real-time analysis of interactions.- Agent coaching based on objective data.- Proactive detection of problems to limit churn.- [...]

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