Consumers Demand Fines for Long Hold Times, 8x8 Survey Finds
LONDON--(BUSINESS WIRE)--British consumers have lost patience with long hold times — and they want companies to pay the price. That's the findings of a new Streetview survey by 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform provider for CX that combines Contact Center, Unified Communication, and CPaaS solutions.
.@8x8 survey reveals that 62% of British consumers think companies should be penalized for long wait times #contactcenter #CX #customerexperience
Share
While the UK average was 62% calling for fines, Belfast was the angriest city with 66% of people wanting to see action taken, while Cardiff was the least angry with 53.9% of people calling for fines.
Taken at a regional level, the data showed that across the country more than 60% agreed for action needing to be done. A number of people also believe that as companies put their prices up, customer service should also improve.
Accountability for Call Delays: The Public Speaks
8x8's survey of 2,000 UK adults reveals a clear demand for better customer service:
62% support fines for poor call handling
66% of men back penalties vs. 59% of women
Support rises to 66% among those 55+, vs. just 47% of 16–24 year olds
Sentiment is strongest in Belfast, Edinburgh, and Manchester (65%+)
Even the least frustrated cities — Cardiff, Glasgow, Nottingham — saw support above 50%
'Older consumers are probably angrier than the youth because they've spent more of their lives on hold,' said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. 'On a more serious note, what makes this annoying is that this is a very solvable issue. AI and automation can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations.'
Customers Say: If You Raise Prices, Raise Service Too
The survey also found that 78% of UK consumers expect better customer service when prices go up — rising to 84% among those aged 55 and over, and 89% in Cardiff. In Belfast, not a single respondent disagreed.
'The British public plays fair and they expect fairness back,' Snaddon added. 'If prices increase, service levels should follow. This is a wake-up call for businesses: the contact centre isn't just a cost or support centre — each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.'
8x8: Helping Businesses Answer the Call
With one AI-powered platform for voice, video, chat, and contact centre, 8x8 helps organisations respond faster, work smarter, and deliver connected experiences — without the bloat.
To see the full public responses or explore regional insights, visit: https://charts.opinionmatters.com/J11958MAT/J11958MAT_Q8-9_DDD.html
Other Streetview surveys, reflecting the thoughts of the UK with regards to contact centres and customer experiences, will be released over the summer.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience – combining Contact Center, Unified Communication, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. 8x8 helps customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.
Copyright 8x8, Inc. 8x8® is a trademark of 8x8, Inc. All rights reserved.
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Business Wire
an hour ago
- Business Wire
Phase Genomics Launches ProxiMeta™ Starter and Elite Bundles to Expand Access to Genome-Resolved Metagenomics
SEATTLE--(BUSINESS WIRE)-- Phase Genomics, Inc., a leader in genomic technology development, today announced the launch of its new ProxiMeta Starter and Elite Bundles, comprehensive product offerings that make genome- and mobilome-resolved metagenomics more accessible for researchers across microbiome, environmental and public health applications. Built on Phase Genomics' award-winning Hi-C metagenomics platform, the streamlined, full-service solutions accelerate discovery from within complex microbial communities. 'We built the ProxiMeta bundles to meet researchers exactly where they are, whether just getting started or leading large-scale research projects. Research doesn't look the same today as it did even last year. Labs are being asked to do more with fewer resources across the board, and we're here to help,' said Ivan Liachko, PhD, CEO and co-founder of Phase Genomics. 'The ProxiMeta bundles offer a flexible platform that evolves with a researcher's career and their science.' The two new bundles provide a scalable entry point for new users and a hands-off option for labs looking to outsource highly specialized technical workflows. The Starter and Elite bundles for Hi-C metagenomics combine robust sequencing, dynamic bioinformatics and personalized scientific support into ready-to-use formats, without the constraints of 16S-based techniques or culturing. The ProxiMeta Starter Bundle is tailored for early-career researchers new to next-generation metagenomics, offering an affordable on-ramp to advanced microbial insights for up to two samples with guaranteed success on library prep. If the initial library preparation fails, Phase Genomics will re-prep the sample at no additional cost. Starter includes hands-on support from Phase Genomics scientists. Learn more here. The ProxiMeta Elite Bundle offers a turnkey, remote extension of lab operations for experienced investigators with active funding and limited bench time. The bundle includes deep metagenomic shotgun sequencing and Hi-C assembly for up to eight samples, performed entirely in-house at Phase Genomics. Learn more here. ProxiMeta Classic is still available as an à la carte option for researchers who prefer to customize their project scope or perform sequencing and analysis in-house. Classic delivers the same high-resolution capabilities with the flexibility of tailored support when needed. The ProxiMeta platform has been heavily cited in leading peer-reviewed journals for its ability to generate high-quality genomes, resolve microbial population structure and link mobile genetic elements like plasmids and phages to their microbial hosts. The ProxiMeta Starter and Elite Bundles are available beginning today, June 19, 2025. For more information or to request a consultation, stop by booth 1109 at ASM 2025 or visit: Follow Phase Genomics on X and LinkedIn for the latest information. About Phase Genomics Phase Genomics applies proprietary ultra-long-range genome sequencing technology to enable genome assembly, microbiome discovery, as well as analysis of genomic integrity and chromosomal aberrations. In addition to a comprehensive portfolio of laboratory and computational services and products, including reagent kits and genomic services, they also offer an industry-leading genome and metagenome assembly and analysis software. Based in Seattle, WA, the company was founded in 2015 by a team of genome scientists, software engineers, and entrepreneurs. The company's mission is to empower scientists with genomic tools that accelerate breakthrough discoveries.
Yahoo
4 hours ago
- Yahoo
Is CenterPoint Energy Stock Outperforming the Nasdaq?
Valued at $23.3 billion by market cap, Houston, Texas-based CenterPoint Energy, Inc. (CNP) operates as a public utility company. It operates through Electric and Natural Gas segments, serving nearly 7 million metered customers in Indiana, Minnesota, Ohio, and Texas. Companies with a market cap of $10 billion or more are categorized as "large-cap stocks." CenterPoint fits this description perfectly, with its market cap exceeding this threshold, reflecting its substantial size and influence in the utility sector. Is Palantir Stock Poised to Surge Amidst the Israel-Iran Conflict? 'It Has No Utility': Warren Buffett Doesn't Care How High Gold Goes, He Isn't a Buyer CoreWeave Stock Is Too 'Expensive' According to Analysts. Should You Sell CRWV Now? Tired of missing midday reversals? The FREE Barchart Brief newsletter keeps you in the know. Sign up now! Despite its strengths, CNP stock has dropped 9.5% from its all-time high of $38.31 touched on May 6. Over the past three months, CNP stock has dipped by a marginal 28 bps, notably underperforming the Nasdaq Composite's ($NASX) 11.7% surge during the same time frame. Nevertheless, CNP's performance has remained much more impressive over the longer term. CNP stock has soared 12.1% on a YTD basis and 14.7% over the past 52 weeks, outpacing Nasdaq's 1.2% uptick in 2025 and 9.4% gains over the past year. To confirm the longer-term bullish trend and recent dip in prices, CNP stock has traded consistently above its 200-day moving average since late September last year and dropped below its 50-day moving average earlier this month. CenterPoint Energy's stock prices rose 1.5% following the release of its mixed Q1 results on Apr. 24. Driven by favorable weather and increased energy usage, the company's overall revenues for the quarter surged 18.3% year-over-year to $1.8 billion, surpassing the consensus estimates by a notable margin. However, due to an increase in financing, maintenance, and operating expenses, the company's margins observed a significant contraction. Its non-GAAP EPS for the quarter dropped 3.6% year-over-year to $0.53, missing the Street's expectations. On a more positive note, CenterPoint has outperformed its peer Dominion Energy, Inc.'s (D) marginal 59 bps uptick in 2025 and 9.6% gains over the past 52 weeks. Among the 18 analysts covering the CNP stock, the consensus rating is a 'Moderate Buy.' Its mean price target of $38.87 suggests a 9.3% upside potential from current price levels. On the date of publication, Aditya Sarawgi did not have (either directly or indirectly) positions in any of the securities mentioned in this article. All information and data in this article is solely for informational purposes. This article was originally published on Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Newsweek
4 hours ago
- Newsweek
America Faces Billion-Dollar Threat From New Cyberattack
Based on facts, either observed and verified firsthand by the reporter, or reported and verified from knowledgeable sources. Newsweek AI is in beta. Translations may contain inaccuracies—please refer to the original content. The group behind the cyberattacks that rattled American and British retail companies earlier this year has turned its attention toward the insurance sector, and experts warn that the financial fallout could be in the billions. On Monday, John Hultquist, the chief analyst of the Google Threat Intelligence Group, warned that "multiple intrusions" had been observed, including those targeting insurance companies, and issued a "high alert" warning for the sector. He added that these attacks "bear the hallmarks" of Scattered Spider. This prolific hacker collective has gained notoriety in recent years for its impersonation tactics and the use of "ransomware," a type of software that compromises victims' computer systems until an extortion payment is made. The group, also known as UNC3944, is believed to be behind the attacks earlier this year, which targeted U.K. chains Marks & Spencer and Co-Op, as well as U.S. retailers. Hultquist said in a post on X, formerly Twitter, that Scattered Spider has "a habit of working their way through a sector," and that insurance firms should now "be on the lookout for social engineering schemes targeting their call centers." The warning coincided with reports from two American insurance firms, Erie Insurance and Philadelphia Insurance Companies, of anomalies in their systems; however, neither has confirmed a suspect or motive. The latter's website is still down as its team works "around the clock to fully resume business operations," while Erie on Tuesday said there was no longer any indication "of ongoing threat actor activity." Charles Carmakal, chief technology officer of Google Cloud's Mandiant Cybersecurity Consulting, confirmed to Newsweek that there were already more than one U.S.-based victim in the insurance sector, and that the latest wave of attacks started "approximately 1.5 weeks ago." Illustrative image. Illustrative image. GDA illustration via AP Images However, should the attacks spread to the broader insurance sector, valued in the trillions and considered a cornerstone of the entire U.S. economy, experts believe the reputational and financial toll could far exceed that of the earlier attacks. "When insurers bleed, the economy feels the pain," said cybersecurity expert and former White House Chief Information Officer Theresa Payton. "Scattered Spider could turn a sector safeguard into a financial sinkhole." Payton told Newsweek that a Scattered Spider attack could disrupt insurers' ability to access accounts, process claims, or make payments, and that a sector-wide attack could "cost hundreds of millions, possibly billions," given the "vast troves" of sensitive data that insurance companies hold, which could be exploited. James E. Lee, president of the Identity Theft Resource Center (ITRC), similarly estimated the potential impact of "a large-scale series of attacks" in the billions of dollars, given the costs associated with the small number of successful attacks on the retail sector. Marks & Spencer, the primary target of these attacks, estimated that these would result in a £300 million ($403 million) hit to this year's profits. This is in addition to the harm caused to those who rely on uninterrupted insurance payouts, and the "widespread erosion" of customer trust, with resulting "regulatory scrutiny," Payton said, would befall the industry. Both experts also noted that the insurance industry's vast size and complexity make it an ideal target for Scattered Spider's signature playbook, particularly the use of employee impersonation to gain access to computer systems. "Everyone is a target," said Payton, "however, the insurance sector is a prime candidate for Scattered Spider due to its data-rich environment, decentralized IT systems, and reliance on third-party vendors." She added that the use of "social engineering tactics" could exploit human vulnerabilities in call centers, and that insurers hoards of data from personal and information to health records "are lucrative for extortion or dark web sales." However, beyond the outsize risks posed to the insurance industry, Payton told Newsweek that another "hidden threat" was emerging, which could "supercharge" the social engineering tactics of groups such as Scattered Spider. "With generative AI, attackers no longer need fluent English or clunky translations; they can craft bespoke phishing emails or impersonate a high-ranking U.S. official from D.C., mimicking their voice or likeness in real-time interactive calls or video chats," she said. "This technology, widely accessible, amplifies their ability to deceive employees and bypass digital defenses." A countermeasure to this, Payton argues, is for companies to "go analogue." "Use in-person verification or a deepfake-combating passphrase—unique, unguessable, and not derived from social media, public records, or breached data—to thwart these hyper-realistic scams."
