Only 8% of customers used chatbots during their most recent customer service interaction, according to a survey by Gartner.
Among those who used chatbots, only 25% said they would use them again in the future.
The ability of a chatbot to move the customer's issue forward was found to be the top driver of adoption, explaining 18% of the variance in customers' likelihood to use chatbots again.
Chatbots are most effective in resolving returns and cancellations, with a resolution rate of 58%, but less effective in resolving billing disputes, with a resolution rate of only 17%.
Customers are generally unaware of the capabilities and limitations of chatbots, leading to confusion about when to use them. Service and support leaders need to guide customers to chatbots for appropriate issues and direct them to other channels when necessary.
When recruiting customer service professionals, prioritize candidates who possess strong interpersonal skills and the ability to effectively communicate and empathize with customers. While chatbots may have their benefits, it is evident that customers still prefer human interaction in customer service scenarios. Hiring individuals who can provide personalized and empathetic support can help improve customer satisfaction and retention rates.
Over 90% of female executives report increased workplace stress compared to three years ago, according to KPMG's 2023 Women's Leadership Summit report.
KPMG believes that AI can play a role in reducing workplace stress and mentions generative AI as a possible solution.
The unknown aspects of AI can contribute to stress, but employers have an opportunity to create a safe environment and alleviate stress by promoting AI as tools for innovation and sharing knowledge.
Female executives need to both internalize and personalize workplace stress, but also train and teach managers at different levels to manage differently and provide support.
Employers should prioritize constant listening to employees, demonstrate an understanding of self-care, and ensure the effectiveness of employee-support programs through managerial training and accountability.
This highlights the importance for employers to prioritize creating a supportive and stress-free work environment in order to attract and retain top female talent.
Indeed has introduced new "matching" technology to improve the hiring process and address the frustration of job seekers and employers.
The platform aims to make job searching and hiring more like using Tinder or Netflix, with potential matches based on data-driven algorithms.
Indeed has leveraged its massive data set, incorporating AI and machine learning, to develop a more efficient approach to hiring.
According to surveys, a significant percentage of job seekers (79%) never hear back from employers, while employers (52%) find current hiring processes inefficient and costly.
Indeed's focus is on making the hiring process quicker, seamless, and more personalized through employer-candidate matching, recommendations, and speed enhancements.
According to an Indeed/Harris Poll survey, a staggering 79% of job seekers reported applying for positions but never hearing back from employers, highlighting the need for streamlined and responsive hiring processes.
The rising cost of living is leading 26% of the global workforce to seek new job opportunities, up from 19% in 2022, according to a survey by PwC.
Financial hardship is increasing worldwide, with 42% of employed people reporting little to no savings in 2023, compared to 37% in 2022.
The percentage of workers who can afford to save has decreased to 38% from 47% in the previous year.
Around 18% of surveyed employed individuals globally struggle to pay their bills, an increase from 10% in 2022.
Factors such as feeling overworked, financial difficulties, and a lack of inclusivity and company culture contribute to workers' likelihood of changing employers, particularly among Gen Z and those working multiple jobs.
Understanding the impact of rising living costs on job seekers is crucial for effective recruitment strategies: 26% of the global workforce is actively looking for new job opportunities due to financial hardship, highlighting the importance of offering competitive salaries and benefits.
Ivanti's 2023 Report reveals that 71% of employees want to work a hybrid or remote schedule of their choice.
Only 43% of employees currently have the ability to work in their preferred location, creating a 28-point "preference gap."
Executives and IT professionals have a smaller preference gap of 12 points and 13 points, respectively.
Burnout and disengagement are prevalent among knowledge workers, with one in three under 40 admitting to "quiet quitting" and over one in four considering leaving their jobs in the next six months.
Businesses are advised to invest in get-it-done-anywhere technology, rethink security measures, address IT burnout, and reduce the preference gap to enable Everywhere Work.
Incorporating flexible work options increases employee satisfaction and reduces the risk of burnout, leading to higher retention rates and improved productivity.
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