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

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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

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

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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?

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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

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

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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.

Why deflection is the opposite of good CX

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Now, before you get all upset – I get it. Not every customer needs to have their handheld by an agent for every use case. And there is absolutely a place for chatbots, callbacks, switching voice calls to digital, better self-service content, etc. But just because these technologies exist, doesn’t mean every conversation should be deflected

What is Automated QA?

Woman holding quality control sign

In the world of customer service, quality and experience are not only the goals – they’re the currency by which organizations show value to their customers. Automated QA promises to make this as effective in a fraction of the time. But does it actually work? And if so, how?

The 4-Step Success Plan for AI Adoption in the Contact Center

ai adoption

In the last 12 months, questions around contact center adoption of AI have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate hype from

Turn your contact center into your customer intelligence center

animation of woman in front of screen with graphs

The contact center is perhaps the most underappreciated part of most organizations. Unloved by customers. Labeled a “cost center” by execs. But in seemingly paradoxical fashion, “customer experience” has been put on a pedestal as a critical discipline by which businesses distinguish their products and services. How can these two contradictory concepts coexist?!

5 Ways to Reduce Customer Churn

Woman at retail shop

Companies are hyperfocused on acquiring new customers. But the truth is that acquiring new customers is significantly more expensive than retaining existing customers…

Loris & Harvard Business School Webinar: Humans and AI Are Better Together

Title card for webinar "What got you here won't get you there" with headshots of 3 speakers

Can AI really replace humans in the workplace? Join Harvard Business school professor Jackie Lane along with Loris’ Head of AI Eugene Mandel and Director of CX Christina Drum to answer the most pressing questions about AI. In the current stage of AI, what is true and what is fiction? Will AI be a supplement to people, or replacement to them? How humans must evolve, as technology becomes more complicated?

Horatio Partners with Loris to Strengthen the Customer-Agent Connection

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Horatio, the customer service company behind viral e-commerce and rapidly-growing tech companies, today announces it has partnered with Loris to keep advancing customer service and BPOs as we know them. Loris is the AI platform that equips CX leaders with the real-time intelligence they need to help proactively identify and resolve emerging threats from customers that can negatively impact revenue and brand reputation.

CX Perts Featuring Michelle Baur

Bill.com’s Michelle Baur joins Christina Drum in in a discussion about the future of AI and its impact on CX. Listen to the discussion as they talk about:

Michelle’s Personal CX experience
The Biggest Challenge CX Teams face today
What AI looks like for them today and what to expect in the future
AI empowering the roles of humans in CX
The skills most critical for an AI partnered future
And More!

Quality (and Quantity) Assurance in Customer Service

customer obsessed brands

In your CX organization, why do you perform Quality Assurance (QA)? To gain insight into agent performance? To measure customer sentiment? To enable better coaching
to learn about outcomes and resolutions? To see the day-to-day with the agent lens – what’re they talking with customers about?

How to Improve Customer Service with Sentiment Detection

Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story – these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%.

What CX Leaders Are Asking Right Now

2020 has been a trying year. Everyone is worn out and patience is running thin. With e-commerce experts projecting a ‘Shippageddon’ over the holiday

Heading to CCW Las Vegas June 4th to 6th? 

Stop by booth #1201 to connect with the Loris team or reserve your time in advance before schedules fill up!