Quality monitoring, within call centers or customer relationship centers, refers to the evaluation of the quality of telephone conversations held by agents or advisors. This evaluation is carried out by managers such as team leaders or floor managers. It concerns both inbound and outbound calls handled by these centers. As a qualitative tool, quality monitoring allows for an overall evaluation of the service provided by a customer relationship center, as well as an individual performance evaluation of operators, useful for training and evaluation processes. Typically, this evaluation is done by listening back to call recordings, allowing for an assessment based on a rating scale that includes various criteria. These criteria can be both qualitative (tone of voice, personalization, politeness, quality of responses, etc.) and quantitative (response time, call duration, etc.). Furthermore, quality monitoring can leverage automated call analysis tools based on emotion detection and processes… When multiple managers are involved in the quality monitoring process, it is recommended to harmonize assessments to ensure consistency in results. In a multichannel customer relationship center environment, quality monitoring extends to other communication channels with customers or prospects, including exchanges via chat, mail, email, etc. A concrete example of using speech analytics for quality monitoring would be: […].