Customer service agents are the face of your company. And their performance has a direct impact on your customer experience (CX). But the way Quality Assurance (QA) teams measure agent performance is… broken. Random conversation selection. Subjective scoring. No insight on larger trends. And way too much time spend reviewing call recording and transcripts.
Ready for better QA?
Loris CQA (Conversational Quality Assurance) automates the parts of the agent performance review process that your analysts don’t want to do – and gives them have more time for higher value agent assessment and coaching.
Identify important performance and customer trends, turning millions of customer conversations into an an organizational feedback loop.
Benchmark customer conversations across all channels for sentiment, customer intent, Conversational Quality (CQ), and more to create objective metrics for agent interaction review.
Enable agent managers and team leads to give specific feedback on agent performance – and give agents the ability to dispute specific assessment criteria they disagree with.
Assign interactions for review and complete scorecards based on what’s important to your organization, so QA analysts spend time on impactful conversations.
Perform more quality checks with fewer resources, freeing analysts and managers to focus on agent coaching and development.
Shorten agent review cycles by automating analysis of all interactions, giving your customer service agents the timely guidance they need to continuously improve.
Leverage AI to standardize how agents are measured, while gaining insights valuable to your entire business.
Utilize a single QA platform across your chat, email, and voice conversations
Analyze 100% of conversations to surface the interactions with the greatest impact on agent performance and CX
Assign reviews and assess agents based on AI-generated conversational markers and customized scorecards templates
Gain instant understanding of key metrics at the agent, team, and organizational level
Streamline assessment, scoring, and coaching – in the same solution as metrics, scorecards, and original conversations
Easily perform root cause analysis and customer intent discovery across millions of interactions
Can AI really replace humans in the workplace?
Watch the recorded panel discussion for an expert discussion on how AI is going to change the way people will work in the future.
Still have questions?
We’re here to help.
Schedule a quick chat with a Loris product expert to understand if AI is right for your CX.
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