Customer Team Resources

The latest discussions and expert advice on shifting from a deflection strategy and automated responses to AI-assisted customer care that enables your team scale the human touch.

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

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?...

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Navigating Call Center Compliance In 2024: Protecting Your Business And Customers

Failing to follow the rules and regulations required of call centers can have serious consequences for your business. Non-compliance puts you at risk of: ❌ Costly lawsuits and fines. ❌ Negative publicity. ❌ Loss of customers. ❌ Halted operations....

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

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

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 To Improve Customer Service: 8 Strategies (And Why You Should Use AI)

Poor customer service is detrimental to your business because it impacts how customers experience your brand. It could mean that you lose customers, and your bottom line will suffer as a result. In fact, 78% of customers have backed out of a purchase due to a poor customer experience....

Loris Named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology

NEW YORK, NY — October 15, 2024 — Loris, the AI company turning customer service conversations into usable customer and agent performance insights, today announced that it has been named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology Report....

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How Speech Analytics Can Benefit Contact Centers

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....