[CANAL+] Supervisors’ time refocused on coaching

CrossCX News Opinion Pieces and Interviews

Les visages de la qualité : hommage à celles et ceux qui prennent notre problème en main

Un film d’une minute vingt pour remercier les techniciens, conseillers, vendeurs et livreurs qui, chaque jour, font du problème d’un client le leur.

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Features News CrossCX

CX Ask · MCP: CrossCX from Claude, ChatGPT, Mistral, and Microsoft Copilot

CX Ask · MCP opens CrossCX to AI assistants: evaluations, statistics, reports, actions, and settings via Claude, ChatGPT, Mistral, and Microsoft Copilot. What this enables, how it’s built, and what it takes to activate it.

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News CrossCX Quality Monitoring Opinion Pieces and Interviews

When AI Takes Care of the Easy Conversations: Who Helps Agents Handle Everything Else?

A lower volume doesn't necessarily mean a lighter workload. Automation is gradually shifting human interactions toward the most complex situations. Why debriefing is becoming the best support for advisors, and how AI can prepare them for it without monitoring them.

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CrossCX News Opinion Pieces and Interviews

CrossCX, the business layer of Quality Monitoring in the age of LLMs

Positioning · Quality Monitoring and LLMs Summarizing a call, finding a topic, explaining why a customer was dissatisfied: in Quality Monitoring, LLMs can already do this, and they’ll do it even better in the future. So that’s not where we’re building the value of CrossCX. It begins the moment a good answer […]

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Features Quality Monitoring Speech Analytics Voice of the Customer

Oversight of conversational bots in customer service.

Monitoring Conversational Bots · Quality Monitoring Voice and chat bots have become a full-fledged customer service channel. And like any channel, they benefit from being listened to, understood, and continuously improved—that’s the whole point of monitoring conversational bots. The good news is that everything you need for […]

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Quality Monitoring Opinion Pieces and Interviews

How to Implement AI Quality Monitoring in 8 Steps Without Compromising Compliance

Table of Contents — Quality Monitoring AI in 8 Steps · · Chapters Select 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 today it is showing its limitations […]

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Features Quality Monitoring Speech Analytics

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

AI-assisted agent self-assessment, automatically prepared debriefings, and mini-quizzes in the LMS: the method for collaborative Quality Monitoring.

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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 without speech analytics, they often remain untapped. speech analytics, or conversation analysis using artificial intelligence, gives a voice to the data. Thanks to AI, […]

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CrossCX News Opinion Pieces and Interviews

The importance of debriefing in Quality Monitoring

Updated on September 29, 2026 — AI-assisted debriefing, AI agents, new workflows Debriefing is an integral part of Quality Monitoring in contact centers and customer service: it’s the moment when an assessment turns into progress. Since the first version of this article, two things have changed. Simple conversations […]

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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 the two McKinsey articles on the state of customer relations in 2022 and 2024, to review the insights from Gartner and BCG regarding 2025, and to help us draw conclusions about customer service in 2025. Analysis based on the two […]

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Quality Monitoring Speech Analytics Opinion Pieces and Interviews

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

Choosing an automated Quality Monitoring and Speech Analytics tool is a strategic priority for customer-focused 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 for […]

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Features Opinion Pieces and Interviews

Employee Engagement: 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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