The " Quality Monitoring " is based on four elements: an evaluation grid that translates the company's standards into observable criteria; a sampling process that selects the interactions to be evaluated; trained and calibrated evaluators; and tracking over time, by advisor, team, channel, and period.

This isn’t a one-time check but rather a cycle: evaluate, debrief, correct, and measure again. The process applies to all customer service channels—voice, email, chat, social media—and now to conversations handled by AI agents.

Listener QM, the Quality Monitoring software from CrossCX supports the entire cycle for contact centers: interaction collection, checklists, sampling, evaluations, reporting, and corrective actions.

Related features: Listener QM · Quality Monitoring · Customizing assessment methods