World leading provider of video, chat, voice, contact centre, and enterprise-class API offerings, 8×8 has delivered some new information this week. According to the SaaS provider, its Workplace Productivity and Knowledge Management study found that 57% of employees struggle to find the right information in the workplace. More than half of the 2,000 knowledge workers surveyed are struggling to navigate the digital environment.
Additionally, 49% of employees say that they’re spending between 30 minutes and 2 hours every day trying to track down the right information to perform crucial tasks. Around 19% can’t find information on their current systems, while 17% don’t have the correct permissions, and 16% can’t reach the right expert in a timely fashion.
Barriers for Employee Experience
The inability to find information on the current landscape has a direct link to customer and employee experiences. People rate the consequences as things like spending more time in the office, 34%, more time required to resolve issues 27%, and frustrated clients 25%.
Now that 60% of employees agree that most of the information required to prevent these issues is concentrated among specific individuals, the key to success may be better collaboration. Around 72% of those polled say that collaboration will help them to perform more effectively. Additionally, what people believe about how to source information quickly is split across generational lines. 25% of 16-24-year-olds are most likely to use email if they need to speak to a colleague quickly, compared to 36% of 45-54 year olds. There’s also a similar gap for chat applications, with 27% of 16-24 year old’s’ preferring them compared to only 15% of those between 45 and 54.
Empowering the Modern Workforce
According to the Chief Product Officer for 8×8, Dejan Deklich, modern organisations aren’t just juggling an array of communication channels, they’re also responsible for tailoring the collaboration experience required for employees across multiple generations. The latest survey polled professionals within Australia and the UK and found that the results were consistent.
Customers are now expecting quick and seamless touchpoints with companies. When employees have to spend hours tracking down the right information, this has a negative impact on experience. Using a single cloud communications platform, like that offered by 8×8, allows individuals and teams to collaborate more efficiently and drive higher productivity. The full results of the study are available from 8×8.
