Analysis for machines, relationships for humans

In this blog, we share our vision of tomorrow's customer relationships: how conversational analysis is revolutionizing Quality Monitoring, how AI decodes the voice of the customer, and most importantly, how to transform these insights into memorable experiences.
➜ Strategies, feedback, and innovations: everything you need to elevate your customer experience.

The management report in flight, with a coral line pointing to a single point
Quality MonitoringSeptember 20, 2026 13 min

Management report for a contact center: what to present to the executive committee

Every contact center has numbers, almost none has the document that tells its leadership where to act first. What a management report should contain, in seven elements, why it almost never exists, and how Raisetalk produces it in under a minute across every evaluated conversation: the trajectory of each team, the voice of the customer, and a mechanics page that traces what precedes a complaint as well as what closes a sale. What is failing, and also what is working and worth building on. As a PDF in your company's colors, available in beta.

Management reportSteering committeeReportingQuality MonitoringContact centerVoice of Customer
Automated report scheduling in Raisetalk
Quality MonitoringAugust 26, 2026 8 min

Scheduled reports: everyone gets their own

Sending a report on a schedule used to be a weekly chore, and everyone received the same document. A Schedule button now appears on the report, the Discovery answer, the My alerts page and the connections journal. It captures the view and its filters, then recomputes the document for each recipient according to their own visibility scope: one schedule is enough to equip a whole team.

ReportingAutomationSteeringQuality MonitoringContact center
Call duration analysis by team
Quality MonitoringAugust 24, 2026 6 min

Call duration: what the average leaves out

A team that clears half its calls in thirty seconds and spends twenty minutes on the other half shows the same average duration as a perfectly steady team. A new report shows the full distribution, team by team, in six bands computed from your own conversations. Each block carries its share and its volume, and opens the matching conversations in one click.

ReportingCall durationSteeringQuality MonitoringContact center
The My quality alerts page in Raisetalk
Quality MonitoringAugust 23, 2026 5 min

Quality alerts: they don't all call for the same attention

An alert about a churn risk must interrupt whoever receives it. A monitoring alert only needs to be seen. The delivery mode is now chosen rule by rule: by email as before, or straight into Raisetalk with no email at all. Every alert that fires is kept and available on a dedicated page, with an unread badge in the menu. Next up: a single email gathering the alerts of the period.

AutomationsAlertsNotificationsQuality MonitoringSteering
Tuning a quality scorecard before rollout
Quality MonitoringAugust 21, 2026 9 min

Quality scorecard: testing and tuning it before you roll it out

A quality scorecard is tuned, not written in one sitting: until a criterion has run on real conversations, nobody truly knows what it measures. Re-evaluation lets you replay a framework under construction on conversations that are already scored, read what each criterion actually detects, and fix it before rolling it out. The same mechanism prepares a full overhaul: re-score a sample with the new scorecard, measure the gap with the old one, and know your new baseline before you have switched anything.

ScorecardsQuality frameworkRe-evaluationQuality MonitoringConversational Analysis
Evaluation debrief between a manager and an agent
Quality MonitoringJune 26, 2026 9 min

The evaluation debrief: turning a score into a coaching moment

An evaluation is only worth what you do with it. The debrief turns a score into a coaching moment: a traced exchange between the manager and the advisor around an evaluation, where each one expresses themselves and the manager can adjust criteria during the session. Because the AI evaluates 100% of conversations, managers finally coach on real, complete data. Closing a debrief locks the evaluation: the decision is shared, owned and traced. With modification and contestation, the debrief completes the human conversation around the AI analysis.

DebriefCoachingQuality MonitoringHuman oversightManagementConversational Analysis
An agent disputing an evaluation criterion
Quality MonitoringJune 24, 2026 9 min

Contesting a criterion: the advisor's right of reply to their evaluation

In most quality monitoring setups, the evaluated person never had a say. Contesting a criterion gives the advisor a structured right of reply: they propose the value they believe is fair on a criterion of their own evaluation, justify it, and a manager arbitrates (validate or reject). The AI analysis stays the common base, the advisor's request and the manager's decision are added to it, traced. Not to be confused with deactivating a whole evaluation. The right of reply, a sign of mature, shared quality monitoring.

ContestationRight of replyQuality MonitoringHuman oversightCoachingConversational Analysis
A manager editing an evaluation
Quality MonitoringJune 19, 2026 9 min

Modifying an evaluation: the manager's perspective that completes the AI analysis

An AI-produced evaluation is not an automatic verdict: it is an objective, exhaustive base on which a human decision rests. Modifying an evaluation lets a manager adjust the score of any criterion by bringing their perspective: the context, the knowledge of the team, the specific situation. The AI analysis stays visible, the human perception is added next to it, every decision is traced, and the final score feeds the dialogue with the advisor. The human at the heart of AI quality monitoring.

ModificationQuality MonitoringHuman oversightManagementCoachingConversational Analysis
Deactivating an evaluation in Raisetalk
Quality MonitoringJune 18, 2026 7 min

Deactivating an evaluation: set a conversation aside from your quality monitoring, without losing it

Raisetalk lets you deactivate an evaluation: an administrator or a supervisor can set an evaluation aside from quality monitoring when it should not count (poor recording quality, customer GDPR request, out-of-scope conversation, wrong attribution). A deactivated evaluation disappears from the list, reporting, exports and searches, but nothing is deleted: the action is reversible, validated by an administrator and fully traced.

DeactivationQuality MonitoringGDPRGovernanceVoice of the CustomerConversational Analysis
Support module built into Raisetalk
Quality MonitoringJune 11, 2026 8 min

Built-in Support in Raisetalk: your users' voice, listened to like your customers'

Raisetalk now ships with its own built-in support module: every user creates and tracks their requests from the application, without email or third-party tool, with discussion thread, statuses and notifications. Partners become the first-level support of their clients, with priorities, internal notes and total isolation. Because a quality monitoring tool that analyses the voice of the customer owes it to itself to listen to the voice of its users.

SupportTicketingPartnersQuality MonitoringVoice of the CustomerConversational Analysis
Quality monitoring in a call centre
Quality MonitoringFebruary 25, 2026 12 min

Quality Monitoring in Call Centers: The Complete Guide

Complete guide to quality monitoring in call centers: essential KPIs, evaluation grids, transition to AI automation, and step-by-step deployment.

Quality MonitoringCall CenterKPIAIEvaluation GridsISO 18295
AI-powered quality monitoring
Quality MonitoringJanuary 26, 2026 15 min

AI-Powered Quality Monitoring: Benefits for Your Contact Center

Discover how AI transforms Quality Monitoring: analysis of 100% of conversations, personalized agent training, automatic regulatory compliance, and continuous improvement of customer satisfaction.

Quality MonitoringAIContact CenterCustomer SatisfactionAgent TrainingCompliance