London – 09 October, 2019 – New research from 8x8[1] reveals that on average UK employees 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 survey, based on 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:

  • 29% of people can’t find the information they need to do their jobs effectively on the systems they use
  • 14% aren’t able to locate the right expert internally
  • 17% 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 (63%) 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 (50%) and the quality of service falls (52%).

Not being able to access the right information has impacted businesses in a variety of ways:

  • Employees working longer hours to complete work – 34%
  • Slow resolution of problems – 34%
  • Inaccurate information used – 24%


Lisa Clarke, VP of Contact Centre Product Management at 8x8 said: “Typically, a small portion of a company’s staff holds the majority of the expertise. This isn’t an issue when these employees are available, but when this isn’t the case, staff and customers face potentially difficult situations.

We can see that employees across organisations are struggling to complete everyday tasks and answer queries because they aren’t able to get the information they need. This is impacting productivity on a massive scale, as time is being wasted scrambling around for answers on systems that aren’t connected across a business. By using one cloud communications platform, teams and individuals can collaborate much more efficiently and all employees can access information faster - no matter what channel they use.”


Notes to editors


[1] Unless stated otherwise, all research conducted by Censuswide on behalf of 8x8 surveying 1,000 UK employees working within a mid-market company (500-999 employees) and 1,000 UK 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 center 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 business 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, or follow 8x8 on LinkedIn, Twitter, and Facebook.