Customer Service Etiquette Guidelines You Can’t Afford To Ignore

customer service etiquette

Did you know that 63% of customers will leave a business after just one poor customer service interaction? If your customer service agents don’t follow good etiquette, it could be detrimental to your company. In fact, more than 70% of customers report having been treated rudely by a customer service agent. In one example

A Step-By-Step Guide To Effective Customer Complaints Handling

complaints handling

According to a recent article, only 32% of UK parcel delivery service Evri’s customers are satisfied with how they handle complaints, compared to an industry average of 45%. Customers have been upset about how long they had to wait for their items, that they were damaged when they arrived, or that they didn’t arrive at all. These unhappy customers complain online about Evri’s service, resulting in a disaster for their reputation.

How To Improve Customer Engagement In A Call Center: 12 Strategies To Get It Right

how to improve customer engagement in a call center

The cost of acquiring new customers is far higher than retaining existing ones. In fact, the average customer acquisition cost (CAC) is around $606 per customer. Additionally, churn costs U.S. businesses $168 billion each year. But the average cost to simply retain a customer is only around $200. And your top 10% most loyal customers will spend twice as much as other customers.

Call Center Average Handle Time: What Is It and How to Improve It

Average Handle Time

Your customers expect fast responses and resolutions to their inquiries and complaints. In fact, 46% of customers expect a response within four hours, and 12% want a response within 15 minutes or less.
Contact center key performance indicators (KPIs) like average handle time (AHT)

8 Call Center Cost Reduction Strategies That Work

call center cost reduction

Your call center is the heart of your business. It’s one of the ways your customers interact with your brand directly, and the service you provide has a huge impact on your overall customer experience. However, running a call center is expensive. For small businesses, a call center of just four people can cost more the $250,000 per year on average.

How Speech Analytics Can Benefit Contact Centers

Speech Analytics

The average contact center receives 4,400 calls a month. Sifting all of these to find the calls that matter is time-consuming and tedious. In fact, we’ve found that it can take more than 20 minutes to review a six-minute call. Luckily, this is where speech analytics can help. With the right speech analytics solutions, you can turn calls into greater insight to understand your customers better.

How To Measure Customer Service: The Metrics That Matter

How to Measure Customer Service

How will you know how your business and customer support team are performing if you don’t measure your customer service? It’s just as important to measure your customer service performance as it is cash flow and year-on-year growth. Tracking your customer service metrics can help you measure customer satisfaction and the speed with which you serve customer needs.

Webinar: How Calendly drives better customer interactions, quality & insight 

Calendly

Customer Experience leaders are caught between two tough choices. On the one hand, they must have a plan to adopt and incorporate AI into their operations to gain insight and efficiency. On the other hand, it’s more difficult than ever to separate AI hype from reality, so there’s a risk of a wrong and costly decision. 

Why You Need Data For Predicting Customer Behavior

Being able to predict consumer behavior means you can continuously improve your business and product to drive customer satisfaction, loyalty, and retention. These factors are crucial if you want to grow your business and boost your revenue. So, how do you predict customer behavior? With the right data.

Should you hire a QA Specialist or a Quality Intelligence Analyst?

quality intelligence analyst

Quality Intelligence (QI) is the new term to describe the convergence of Quality Assurance (QA) and Voice of the Customer (VOC) programs. But rather than just another acronym, it’s a new way of thinking about how you measure and improve your customer service program.

Webinar: From Quality Assurance to Quality Intelligence

It’s important for customer service organizations to understand how well they are serving customers. Quality Assurance (QA) and Voice of the Customer (VOC) processes attempt to do this using two distinct methods. But between gaps in the way data is collected and the limited scope of assessment, the results aren’t that useful. Industry analysts see the convergence of these two categories along with the use of AI as the logical next step

Fintech Customer Service: A Guide to Getting it Right

Fintech Customer Service

There are currently over 300,000 fintech companies in an industry worth over $226 billion.
With so much competition, it can be challenging for your fintech to stand out from the rest. One way you can differentiate yourself from your competitors is to provide excellent customer service.

Does the “Time is Money” initiative mean the end of chatbots?

In recent years, chatbots have become an integral part of customer service strategies for businesses across various industries. Love them or hate them – ok really, tolerate them or hate them – these AI-powered conversational agents have been a go-to solution for companies looking to streamline their customer support processes. But last week, something happened that called into question the once unimpeded rise of chatbots in the form of a US government fact sheet. 

Why AutoQA is out and Quality Intelligence is in

quality intelligence dashboard full of widgets in an office next to a window overlooking a city

First, I’ll give credit where credit is due. There was a fantastic webinar from Gartner last week called “Stop Today’s QA; Elevate to Quality Intelligence (QI)”. So I encourage you to watch the webinar, because a) this isn’t going to be a summary of someone else’s work and b) it has a ton of great points I’m not going to discuss here. But what I am going to discuss is the idea

A Guide to Customer Experience Analytics: Take Your CX To The Next Level

Customer Experience Analytics

Your customer experience (CX) is everything. If your customers have a good experience with your brand, you drive customer loyalty and retention. More than 70% of consumers say a good experience is vital in influencing their loyalty to a brand.
If they have a bad experience, you’ll have higher customer churn rates. In fact, 51% of customers will never

The Future of Customer Service: 5 AI Trends In 2024 (And Beyond)

Future of Customer Service

Artificial intelligence (AI) is transforming Customer Experience (CX) by redefining the way that businesses interact with their customers. From chatbots to predictive analytics, this technology is truly revolutionizing how organizations provide customer service.
If your goal is to enhance customer satisfaction, loyalty, and retention, you can’t overlook the potential of AI to improve your CX.

How To Improve Your Customer Experience With Conversation Intelligence

conversation intelligence

Your customer experience (CX) interactions are vital to your business. How will you know how your company is performing without them?
However, if you’re dealing with hundreds (or even thousands) of customer interactions every day across multiple channels, it can become impossible to keep track of them.
This makes it tough to extract insights from your engagements and use them to improve your CX.

Get instant access to Voice of the Customer insights in Loris

Voice of the customer insight

Organizations go through a lot to understand their customers. They set up voice of the customer (VOC) programs based on surveys, basic scoring, and quality assurance assessments. The truth is – this is not the voice of your customer. All of these methods only scratch the surface, revealing a small subset of your actual customer feedback.

Everything You Need To Know About Customer Service Coaching

customer service coaching

If you want to deliver exceptional customer service (Customer Service), you need to coach your support agents.
Your customer service agents have a big impact on your customer experience (CX). Without them, who will resolve issues quickly enough to turn unhappy customers into satisfied ones? In fact, for every $1 a company spends on a better customer experience, there’s a $3 return. This is why

Ensuring Excellence: A Customer Service Audit Checklist

Audit Checklist for Customer Service

Regular customer service audits are crucial to delivering the best customer experience (CX). Around 80% of customers say that the experience a company provides is just as important as its products or services.
Even if you provide excellent customer service, there is always room for improvement. Audits help you understand which areas of your customer service (CS) you could be better at.

The Top Customer Service Quality Assurance Tools You Need In 2024

top qa tools

You have a quality assurance (QA) process for your customer service team, but is it good enough?
Are you:
👉 Struggling to get an overview of agent performance and overall customer experience (CX) quality?
👉 Unable to identify your most common customer service con, despite sifting through tons of customer interactions?
👉 Not providing your customer service agents with the timely feedback they need to improve your customer experience (CX)?
👉 Struggling to scale your current QA process as your number of agents increases?

The Complete Guide To Customer Sentiment Analysis

Your customer support team is the face of your business. If they don’t get their customer service interactions right, you may lose customers. In fact, 96% of customers will leave a brand due to poor customer service. Can you afford this kind of churn? Most businesses can’t.
The good news is that 70% of unhappy customers will stay with a company if customer service resolves their problems. But how do you get this right?

There is no reason not to use conversation summarization in customer service

conversation summarization

Conversation summarization is the ability for a technology, now typically artificial intelligence (AI), to process vast amounts of textual or spoken data from interpersonal communications—such as meetings, phone calls, live chats, or email exchanges—and provide a brief summary that captures the main intents, issues…

What to look for in a Conversational Intelligence Platform

A wide aspect ratio concept art of a bustling contact center in a modern, open concept office. The scene features a woman with pink hair sitting at a desk working with a conversational intelligence platform

There are more options for customers to get in touch with you than ever. And, the sheer volume of customer inquiries makes managing and understanding those conversations across all those different channels not even difficult – it’s literally impossible. But conversational intelligence platforms provide a solution: the ability to

Loris Employee Spotlight: 10 Questions for Christina Drum, Head of CX

For this month’s employee spotlight, we’re talking to Christina Drum, our Head of CX who leads the Customer Experience Management (CXM) team. Last week Christina celebrated two years at Loris! Christina works in our New York City office and occasionally brings her doodle-mix Sunny to the office (he barks a lot but we love him anyway). We asked her ten questions to learn a little bit more about her and what she does at Loris.

How To Build A Powerful Customer Service Scorecard: A Step-by-Step Guide With Template

An excellent customer service scorecard is the backbone of any customer service quality assurance (QA) program.
Setting up a scorecard that results in tangible business improvements is difficult. You need to know which criteria impact customer satisfaction the most. And this only comes with experience.
At Loris, we work with leading customer-centric brands, helping them to implement customer service scorecards and quality assurance processes.

Find resolved and unresolved conversations across your entire customer service operation

In customer service quality assurance, understanding whether conversations were resolved can be a painstaking task. Sure, you can look at things like sentiment, CSAT, and CQ scores as proxies, but that tells how the customer felt about the experience more than the outcome. And some customers will be more amenable to workarounds that might not have actually solved their issue, while others won’t be happy to have contacted you at all even though you solved their issue.

Loris Receives 2024 CUSTOMER Magazine Product of the Year Award

NEW YORK, NY — March 8, 2024 — Loris announced today that TMC, a global, integrated media company, has named Loris CQA as a 2024 CUSTOMER Product of the Year Award winner. Loris CQA uses proven AI and machine learning capabilities to automate manual quality assurance

Loris gives you a quicker path to customer service quality with our latest product release

The Product and Engineering teams at Loris have been busy over the last few months delivering some great capabilities to help customer service teams shorten the time it takes them to understand and serve their customers. And while there are dozens of great features that have been released since our last announcement in December, today we’re going to focus on four

Our Head of AI puts Klarna’s chatbot to the test

DALL·E 2024-03-05 - A futuristic scene depicting an AI, represented by a sleek, metallic robot with glowing blue eyes, sitting at a chess table across from a focused huma

The recent news about Klarna’s new AI assistant powered by OpenAI made some waves in the customer support and AI circles, and even beyond.
Klarna made big claims about the the impact of this conversational AI:
“The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats
It is doing the equivalent work of 700 full-time agents

How to get started with customer insights from customer service conversations

You’ve probably been thinking or hearing about customer insights. This abstract term is an all-encompassing idea that everything you need to know about your customers, your customer experience, and your customer service agent performance is just waiting for you. And while that’s true, it’s not always that easy. In this blog, we’re going to be exploring how to get started with

Redial Partners with Loris to Improve Customer Service Quality with AI

LORIS LOGO green bubble - smaller

NEW YORK, NY — February 20, 2024 — Redial, a multinational company focused on providing outsourced service operations and solutions for leading brands, announced they have entered into a partnership with Loris to provide customer service quality and customer intelligence analytics solutions to its customer base.

Loris Employee Spotlight: 10 Questions for Marek Grzybek, Senior Fullstack Developer

Marek Grzybek

For this month’s employee spotlight, we’re talking to Marek Grzybek, our Senior Fullstack Developer on our software engineering team. In March, Marek will be celebrating three years at Loris! He’s also a remote employee working from Poland, though he stops by the office every few months to say hi. We asked him ten questions to learn

AI is killing the traditional BPO. Can AI also save it?

DALL·E 2024-02-05 14.39.40 - A professional standing at a crossroads, looking puzzled. On one side, a path leads to an old-fashioned office filled with paper files, a typewriter,

The customer service business process outsourcing (BPO) industry has been a key partner in helping businesses streamline their operations and provide top-notch support to their customers. This has been an especially critical role as businesses need to scale or add capacity quickly, whether due to newfound popularity or seasonal spikes. But the explosion of interest in and adoption of AI

CX Maturity and the Hierarchy of Needs

A-hiker-in-outdoor-gear-is-climbing-an-icy-mountain.-The-scene-shows-a-breathtaking-icy-landscape-with-a-clear-blue-sky

When you are trying to understand the customer experience (CX) maturity of an organization, Maslow’s hierarchy of needs is a useful analogy. To simplify it to death, before thinking of self-actualization needs (e.g., living a fulfilling and meaningful life), a person must meet their basic needs for physical survival (e.g., to fill their belly).

How Smart BPOs are embracing AI in the Contact Center

How Smart BPOs are Embracing AI in CC_v02-Cover

There’s little question that organizations – especially those running contact centers – should be using AI in their customer service operations. But understanding that you need to do something, and actually taking those first steps are not the same thing. In fact, there can be a huge gap in knowledge that can stall potential projects and

Loris.ai Wins 2024 BIG Innovation Award

Big Innovation Award 2024

NEW YORK, NY — January 10, 2024 — Loris.ai announced it has been named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group.

Loris unlocks a world of insight for CX leaders, using an AI-powered conversational intelligence platform to extract value from every customer interaction. The combination of real-time analytics and a library of proven AI models detect emerging issues before they impact the brand and expose unwanted gaps in the customer journey that reduce satisfaction and increase costs.

The Pros and Cons of the Top 7 Customer Service Metrics

Smiley faces of varying emotional states

Customer service metrics are a contentious issue. All businesses understand their importance in measuring exceptional customer service, but each metric has its strengths and weaknesses. And much like sports, each has a devoted fan base that is hard to shake from their existing beliefs.

Love having conversation intelligence data but hate the hours of data analysis? 

Save hours, days, or even weeks of painstaking data gathering, filtering, and analyzing. Just “Ask Loris”! See how it works here.