Frequently asked questions

The benefits of Quality Monitoring via Speech Analytics numerous and widely documented. They can be grouped into several major areas:

Quality Monitoring refers to the use of conversational analytics technologies (including Speech Analytics) to evaluate the quality of customer interactions systematically and on a large scale, rather than through occasional manual listening. In concrete terms, it automates the process of listening to customer calls or conversations and analyzing their content.

The introduction of Speech Analytics raise questions, or even fears, among existing customer service representatives and quality analysts. It is therefore important to anticipate the human impact and manage the change in a transparent and positive manner.

In theory, one might think that AI is sufficient and that we could "listen less to our customers." "This is not a good approach," warns one specialist— Speech Analytics instead be seen as a way to improve your listening skills. …

The success of an Quality Monitoring project depends as much on the deployment method as on the technology itself. Here are the key best practices based on field experience and expert recommendations:

Companies that deploy Quality Monitoring generally see tangible results in the performance of their contact centers. Several types of impact KPIs can be improved: 

Speech Analytics Internal Compliance, Legal Compliance and Personal Data, Ethics and Transparency—visit this page to gain a thorough understanding of these topics as they relate to your CrossCX project

The field of conversational analytics and Quality Monitoring is evolving rapidly, driven by advances in AI and new business needs.