Sydney – 10 October 2019 – New research from 8x8* reveals that on average, Australian professionals waste two hours every week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver.
The Workplace Productivity and Knowledge Management Survey, based on more than 2,000 responses from individuals working in mid-market and enterprise organisations, takes a deep-dive into how work is done today and uncovers the communications challenges that fast-growing organisations face.
The main reason productivity suffers is because:
- 26% of people can’t find the information they need to do their jobs effectively on the systems they use
- 16% aren’t able to locate the right expert internally
- 26% are held back by information not being shared in a central place
Employees also say that a few experts within their organisation hold most of the information about the company (67%) but they can’t always contact them.
This is impacting customer service teams in particular, with at least two different people required internally to get the right information to answer a single query. This means it takes them longer to answer customer queries (62%) and the quality of service falls (61%).
Not being able to access the right information has impacted businesses in several ways:
- Employees working longer hours to complete work – 44%
- Slow resolution of problems – 38%
- Inaccurate information used – 31%
The data was also analysed by age group and organisation size. When asked what channel they would respond most quickly to, millennial workers said email (27%), followed by phone (43%) and online chat (11%), but baby boomers preferred phone (77%) followed by email (37%).
Those in large organisations say the problem has gotten worse as they’ve grown. Over half of employees (55%) say that it has become more difficult to reach the right experts internally as the business has scaled.
Collaboration technology makes it possible for expert knowledge to be open to all staff at any time – 82% say that this type of tech would help them do their job more efficiently. With these types of tools in place, large organisations can ensure everyone has access to the right information exactly when they need it and that they can contact the right subject matter expert on any channel.
Brendan Maree, Vice President of Asia Pacific at 8x8, said: “Organisations are getting more complex with people often spread across many locations and time zones, making it harder for teams to collaborate, share, and learn from each other. In addition, in many instances
a small portion of a company’s staff holds the majority of the expertise, which as this study shows, stands in the way of delivering excellent customer service.
“One solution is to use a single cloud communications platform, enabling teams and individuals to collaborate much more efficiently since all employees can access information faster - no matter what channel they use. This will also foster a culture of innovation which can have a tremendous impact on job satisfaction and loyalty. Empowered employees feel a greater sense of ownership over the level of service they provide. These improved rates of satisfaction and loyalty flow through to customers.”
*Unless stated otherwise, all research conducted by Censuswide on behalf of 8x8 surveying 1,006 Australian employees working within a mid-market company (500-999 employees) and 1,023 Australian employees working within an enterprise company (1000+ employees). Research carried out between 26.08.19 and 09.09.19.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8x8.com.