Frequently asked questions

Quality Monitoring, or QM, is the process by which a contact center or customer service department evaluates the quality of interactions between its agents and customers. Evaluators or supervisors listen to or read a sample of calls, emails, or chats and rate them using a set of criteria defined by the company. The results are used to measure compliance, standardize practices, coach agents, and track quality over time.

Quality Monitoring software centralizes the entire quality management system: collecting interactions across all channels, sampling, evaluation grids, entering evaluations, history, reporting, and corrective actions. It replaces scattered files and untraced call monitoring with a consistent and measurable process. With Listener QM, quality managers track performance by agent, team, channel, and time period, and turn each evaluation into coaching or training.

The system follows a regular cycle. Voice, email, and chat interactions are first collected and archived via the platform’s connectors. The sampler then selects the conversations to be evaluated based on defined rules (team, agent, reason, time period) and quotas per evaluator. Each interaction is evaluated using the company’s quality rubric, then debriefed with the agent. The results are incorporated into quality reports and, if necessary, trigger an improvement plan, corrective action, or training. The cycle repeats in the next period to measure progress.

Manual " Quality Monitoring " relies on evaluators or supervisors assessing a sample of interactions. Automated " Quality Monitoring " applies quality criteria using AI to a much larger volume of interactions—up to 100% of them. Both approaches can be combined in " CrossCX."

Listener QM evaluates calls (voice), emails, chats and messaging, social media interactions, and, more broadly, any interaction centralized within the platform via the following connectors CrossCX. Customer reviews and surveys collected using Listener Survey can be cross-referenced with the evaluations. Conversations handled by chatbots, voicebots, or AI agents can also be evaluated using the same rubric as that for customer service representatives.

No. The " Quality Monitoring " provides structure and input for coaching; it does not replace it. The evaluation objectively assesses what happened during the interaction; the debrief between the supervisor and the counselor explains why and determines the next steps. In " Listener QM," each evaluation can lead to a debrief, a progress plan, a corrective action, or training " Listener LMS," and the counselor is notified of this in their dashboard and on the mobile app.