An increase in digitisation, a pandemic, and our clients' growing needs continue to completely change the way we all work. We’re refocusing our efforts here at Universal too – but this will benefit all of us moving forward.
73% of employees spend more than 1 hour per day on average navigating between different apps. Given the huge loss of productivity this can cause – especially at scale – there’s an inevitable impact on revenue. But there is a better way forward.
Customers expect businesses to know who they are, why they're calling, and what their needs are.
However, getting a clear overview of these things isn’t always that straightforward – or at least it hasn’t been up until now.
Artificial Intelligence, flying cars, the Jetsons – we've heard it all before, but could Johnny Five really be alive this time? Well, our chatbot most certainly is. Okay, so our bot can't play cards or solve crimes, but it’s pretty efficient when it comes to customer care.
It's just a matter of time before artificial intelligence can take the lead on customer interactions. But are chatbots really poised to take over and edge humans out?
Many organizations share the ambition to achieve customer loyalty by providing a high level of service and responding quickly to customer requests or changed circumstances. But not at any price.
What is the right balance in costs and benefits of a high service level? Artificial intelligence and customer service: a good combination?
The speed at which remote working has been implemented over the past two months is forcing organizations to think about making the most of new communication systems and perhaps speeding up the replacement of outdated software and hardware.
At present companies and employees must take measures in order to work remotely. How can you make sure you are still reachable?