Productivity, service delivery hit hard by inefficient communication tools
Problems in communication tools are holding back many employees at work, according to a new report, which warned that these inefficiencies are slowing down productivity and service delivery in organisations.
A new report from Mitel surveyed 2,000 IT decision-makers (ITDMs) as well as desk and frontline employees globally to discover that communication tools at work are fragmented and misaligned with what workers actually need.
The report found that employees are navigating increasingly fragmented communication environments, often relying on an average of seven disconnected tools to complete even routine tasks.
IT decision-makers acknowledge this challenging environment, with 84% of ITDMs saying it is "more complex" than a year ago.
The majority of ITDMs also pointed out that just some parts of the workforce are being better served by communication tools than others, a finding reflected on the ground as 63% of employees said they feel pressured to "make it work" when communication systems are not designed for their needs.
"Communication tools should enable seamless collaboration and real-time decision-making, yet for many workers, it is creating friction instead," the report read.
Consequences of poor communication tools
According to the report, some common communication frustrations employees deal with include having too many notifications to keep up with, constant switching between tools, and poor connection quality.
Some employees also noted that there are restrictions or rules in place at work that make communication harder or slower for them.
"The challenge is not a lack of technology, but a lack of alignment with the realities of work," said Eric Hanson, chief marketing officer at Mitel, in a statement.
"In fast-moving, high-pressure, and increasingly mobile environments, communication must be immediate, reliable, and context-appropriate — or it risks breaking down precisely when it is needed most."
For desk workers, the consequences of poor communication tools include losing time, as well as a reduction in productivity and focus. Others said:
- Increased stress or frustration
- Less effective collaboration
- Delayed decisions or decisions made on incomplete information
For frontline workers, the consequences of inefficient communication tools include delayed tasks and increased pressure during critical moments. Other effects include:
- Reduced service quality or outcomes
- Not meeting quality standards
- Creation of safety risks for customers and staff
Meanwhile, the report found that 76% of employees use non-approved channels to communicate for work-related purposes as the current system fails them.
This gives rise to Shadow IT, making ITDMs concerned about exposure of sensitive information, cybersecurity threats, compliance or regulatory breaches, as well as the lack of auditability.
What should organisations do?
The report underscored the need to close the experience gap to "reclaim" control of the communication environment.
Organisations that close the distance between how their systems are configured and how their people actually work will find the most success, it added.
"Communication tools must be fit for the environments where work actually happens: reliable under pressure, simple across devices, and voice-capable when urgency demands it. That is the baseline," the report said.
Some of the improvements that employees want to see in their communication tools include making the technology work reliably during busy or critical times.
They also want their communication tools to be easy to use and work smoothly across locations and devices.
"[Organisations] must address foundational challenges while navigating increasing technical complexity, heightened security requirements, and ongoing modernisation efforts," said Luiz Domingos, chief technology officer of Mitel, in a statement.
"These dynamics highlight the need for more practical, user-centred approaches—particularly solutions that are seamlessly integrated into everyday workflows across roles and work environments to ultimately drive performance and business outcomes."
