Quality Monitoring : Evaluate. Correct.
Continuously improve .
Listener QM is CrossCX ’s contact center and customer service Quality Monitoring software. It centralizes your interactions, evaluation grids, sampling, quality monitoring, and corrective actions in a single platform. You can manually evaluate selected interactions, manage team performance, and expand the system with AI-powered automated "Quality Monitoring " to analyze up to 100% of conversations.
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Quality Monitoring Listener QM
Quality Monitoring : Evaluate. Correct. Continuously improve.
Listener QM is CrossCX’s Quality Monitoring software for contact centers and customer service departments. It centralizes your interactions, evaluation forms, sampling, quality tracking, and corrective actions in a single platform. You can manually evaluate selected interactions, manage team performance, and extend the system with AI-powered automated Quality Monitoring, which analyzes up to 100% of conversations.
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Quality Monitoring software to manage quality in your contact center
Quality Monitoring enables quality teams and supervisors to evaluate interactions between agents and their customers in a structured manner. With Listener QM, calls, emails, chats, and other conversations are consolidated into a single environment so you can apply your evaluation rubrics, measure results, and track their progress over time. This provides quality managers with a consistent view of performance, regardless of the channel or location involved.
, Quality Manager
A comprehensive and integrated quality cycle
6 steps, one platform. From interception to corrective action—everything is connected, traceable, and measurable.
Evaluate your interactions using your own quality checklists
Every organization has its own vision of quality. In Listener QM, your evaluation grids are fully customizable: sections, criteria, weightings, bonuses, penalties, and unacceptable situations. Each criterion is rated as “compliant,” “non-compliant,” or “not applicable,” which makes the results comparable across evaluators.
Evaluators and supervisors manually rate the selected interactions. Agents can self-evaluate using the same rubric before the debrief. Each evaluation is logged: you can track the progress of an agent, a team, or a site over time, and ensure consistent practices across all channels.
- Rates and pricing structures by activity, campaign, or channel
- Weighted criteria, carried-over points, warning thresholds
- Self-assessment and challenge by the counselor
- Complete history of ratings and reviews
Take a look at some examples of good interactions
Quality Monitoring ing doesn’t require listening to everything—it requires evaluating what matters. The Listener QM sampler selects interactions based on your criteria—by team, agent, reason for contact, type of contact, channel, or time period—with evaluation quotas set for each evaluator.
You target new customers, a sensitive issue, a struggling site, or a specific campaign, and then spread out the evaluations over time. Progress reports show where each evaluator stands. This ensures that listening time is devoted to meaningful interactions rather than random selections.
Turn Evaluations into Coaching and Corrective Actions
An assessment is only valuable if it leads to action. Listener QM transforms quality results into improvement plans, coaching sessions, training, alerts, and corrective actions, closing the loop between identifying a deviation and improving performance.
Each evaluation can be debriefed, commented on, and challenged by the advisor. The AI-assisted debriefing generates comments, next steps, and a mini-quiz, which the supervisor approves before sending. Assigned actions are tracked until they are completed, and a training session Listener LMS can be triggered automatically based on the detected discrepancy.
Advisors can view their results, progress plans, and courses to take in their personal dashboard and receive push notifications on the mobile app CrossCX. Supervisors receive quality alerts and tasks to address there.
- Progress Plan and Scheduled Debrief
- Debriefing prepared by the AI, approved by the supervisor
- Corrective action assigned and tracked until closure
- Listener LMS formation triggered by the gap
- Alerts and push notifications on mobile devices
Advisors and supervisors receive notifications on their mobile devices; detailed analysis is performed on a PC.
Quality Monitoring , designed for omnichannel contact centers
In a contact center, quality is no longer limited to listening to a few calls. Teams must apply the same standards to voice, email, chat, and digital interactions, regardless of location, team, or channel. CrossCX centralizes these evaluations within a single Quality Monitoring s software platform and enables quality managers to track results, identify discrepancies, and compare performance across all levels of the organization.
Multiple locations, multiple teams, multiple service providers: Results are compared at every level of the organization in quality reports, and interactions are captured by CCaaS and CRM connectors without changing your tools.
From manual Quality Monitoring to automated Quality Monitoring
Listener QM can be used for manual, assisted or automated Quality Monitoring. Teams that want to go beyond the limits of sampling can complete their setup with AI-powered automated Quality Monitoring. CrossCX then analyzes up to 100% of interactions to prioritize evaluators’ work, detect gaps and apply the same quality rules to a much larger volume of conversations. Compare manual, augmented and automated QM.
Why use e Quality Monitoring ation software?
Quality Monitoring software helps structure and standardize the evaluation of customer interactions. It helps organizations ensure that interactions comply with standards, standardize evaluators’ practices, identify coaching needs, and track quality trends over time.
To learn more: measuring the return on investment of a quality initiative and conducting effective post-assessment debriefings.
A standardized rubric and weighted criteria replace case-by-case evaluation. Each score is justified and subject to appeal.
Raters score consistently across sites and teams. The consistency among raters is measurable.
A declining metric, a shifting focus, an advisor in trouble: quality reports reveal these issues before the client even mentions them.
Each evaluation leads to a debrief, a development plan, or targeted training, which is followed through to completion.
You track changes in scores by advisor, team, channel, and time period, and you measure the impact of the actions taken.
The evaluations are compared with the satisfaction levels measured by the Listener Survey to verify that perceived quality is on par.
Frequently asked questions
Yes. Conversations handled by your chatbots, voicebots, and AI agents are evaluated in Listener QM using the same scoring system as those for human agents. CrossCX acts as a trusted third party and feeds its feedback back to the bots and their knowledge bases.
Learn moreNo. 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. At Listener QM, each evaluation can lead to a debrief, a progress plan, corrective action, or training at Listener LMS, and the counselor is notified of this in their account and on the mobile app.
Learn moreListener 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.
Learn moreThe system follows a regular cycle. Voice, email, and chat interactions are first collected and archived via the platform’s connectors. The sampler then selects conversations for evaluation based on defined rules (team, agent, reason, time period) and quotas per evaluator. Each interaction is evaluated using the company’s quality rubric and then debriefed with the agent. The results are incorporated into quality reports and, if necessary, trigger a progress plan, corrective action, or training. The cycle begins again in the next period to measure progress.
Learn moreQuality 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 untracked 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 a coaching opportunity or training session.
Learn moreQuality Monitoring s (QM) is the process by which a contact center or customer service department evaluates the quality of its interactions with customers. Evaluators listen to or read a sample of calls, emails, and chats, rate them using a set of criteria, and then debrief the agents. The results are used to measure compliance, standardize practices, and help teams improve.
Learn moreListener QM with the entire platform
Each CrossCX module integrates with Listener QM to create a truly closed-loop quality process.
Supervisors’ time, refocused on coaching.
“Supervisors’ time is now devoted to workshops, handling requests, and working on quality and service attitude.” That’s the promise of Listener QM: freeing up your teams for what really matters.
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