CX Maturity and the Hierarchy of Needs
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
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
How to Decide on the Right Customer Service Quality Assurance Approach
There is a polarizing debate going on in our country right now – and yes – it’s about customer service quality assurance. Customer service professionals have a choice between two distinct and opposing approaches to how they handle QA. On one side are
Loris.ai Wins 2024 BIG Innovation Award
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
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.
Loris Employee Spotlight: 10 Questions for Seth Levine, Lead Machine Learning Scientist
We’re kicking off our inaugural employee spotlight and who better to lead us off than one of Loris’ most tenured employees Seth Levine. Seth is our Lead Machine Learning Scientist and also hosts the podcast “Learning from Machine Learning”. We sat down with Seth to ask him ten questions to get to know him better.