Fruitless Searching, Irrelevant Information, Inefficient Tools Contribute To Great Resignation
29 Março 2022 - 10:00AM
Coveo Solutions Inc, (TSX:CVO), a leader in AI-powered relevance
platforms that transform search, recommendations, and
personalization within digital experiences, today announced the
second annual Workplace Relevance Report, which found that
difficulty accessing relevant information makes 1 in 6 employees
want to quit.
In a remote-first world, many organizations are hyper-focused on
employee productivity. But employee proficiency, or the ability to
do more independently, is equally important. A proficient workforce
provides higher quality results with better customer satisfaction
and less escalation—thereby increasing efficiency. A survey of 4000
employees found that workers spend an average of 3.6 hours every
day searching for information at their jobs. That’s an hour per day
increase from last year’s Relevance Report, indicating the problem
has only gotten bigger two years into widespread remote work. Those
who identified as IT employees have it even worse, spending half
their day (4.2 hours) looking for relevant information.
Inability to find accurate information is having a significant
impact on employees. Over 31% of those surveyed said the
frustration of being unable to find information made them feel
burned out and 16% said it made them want to leave their company.
As the Great Resignation continues, providing the right tools and
technology to make information easily accessible is key to
retention.
“Burnout is a crisis affecting employees at all levels, across
all industries. People are calling out for a simplified workflow
and tools that make their jobs easier,” said Sawan Deshpande, VP
& GM of Service and Workplace at Coveo. “One tool that can help
people cut through corporate clutter is AI. It can consolidate
information into one centralized location and easy-to-use format,
giving employees a clear path to proficiency.”
2022 Relevance Report: Workplace key findings
include:
TMI: Too Much Information
- Ironically, more information is not always better. Many
organizations have adopted new applications to support
productivity, but 58% of people blamed excessive search time on
having too many knowledge sources to sift through
- Employees specifically cited the number of applications as a
problem. 60% of employees have to search within four or more data
sources every day, while 18% stumble between seven or more
Buried Under Irrelevant Information
- Even when the correct information is available, employees are
too buried in irrelevant information to find it. Employees said 44%
of the information they’re given at work is irrelevant to their
role
Lack of Relevance Has a Cost
- Inability to find information has the potential to impact a
client or customer relationship if employees are not able to
deliver what’s necessary. 81% reported not being able to find info
in critical moments and 27% of those same employees said this
happens weekly.
- Time is also of the essence. 30% of working hours are wasted
looking for the right information
As part of Coveo’s 2022 Relevance Report: Workplace, Arlington
Research was commissioned to undertake a study across the UK and
USA to discover trends relating to Ecommerce, Customer Services,
and the Digital Workplace. The survey comprised a nationally
representative sample of the working population across both the UK
and USA, with 4,000 adults aged 18+ taking part, evenly distributed
between each country. All respondents were people who use a
computer for work, as a part of companies which contain more than
250 employees. This third installment focused on trends relating to
digital workplaces.
Download the full report here.
About CoveoWe believe that relevance is
critical for businesses to win in the new digital experience
economy, to serve people the way they expect, and that applied AI
is an imperative. Coveo is a market-leading AI-powered relevance
platform. Our SaaS-native, multi-tenant platform injects search,
recommendations, and personalization solutions into digital
experiences. We provide solutions for commerce, service, website,
and workplace applications. Our solutions are designed to provide
tangible value to our customers by helping drive conversion and
revenue growth, reduce customer support costs, increase customer
satisfaction and website engagement, and improve employee
proficiency and satisfaction. Our AI powers relevant interactions
for hundreds of the world’s most innovative brands and is supported
by a large network of global system integrators and implementation
partners.
Coveo is a trademark of Coveo Solutions, Inc. www.coveo.com
Highwire PRCoveomedia@coveo.com+1 418-263-1111
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