Relive the En-Contact Mag interview on Speech Analytics, Quality Monitoring data collection in contact centers.
Data collection, data visualization, various ways to use the tool—Manuel Jacquinet and Jonathan Tunnicliffe engage in a lively discussion about Quality Monitoring Cross-CX.
Cross CX news and updates
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 […]
Read the articleConversation 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 [...]
Read the articleDebriefing 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 […]
Read the articleToday 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 [...]
Read the articleChoosing an Quality Monitoring and Speech Analytics tool Speech Analytics a strategic challenge for customer-focused organizations. Whether in contact centers, customer service departments, or customer experience departments, professionals (customer relationship managers, quality managers, CX directors, etc.) expect such a solution to combine advanced technology with business value. […]
Read the articleCustomer 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.
Read the articleImproving 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.
Read the articleCompanies 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. [...]
Read the article🌐 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 [...]
Read the articleIn 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.- [...]
Read the articleToday, 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 […]
Read the article🎵 "That's all well and good, but how do you put it into practice?" "Quality monitoring , customer feedback collection, Speech Analytics, online courses and quizzes for my agents, telecom and CRM connectors, AI integration already up and running... Cross CX 's offering Cross CX clearly very comprehensive compared to the competition... But [...]
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