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The C2Perform Blog

Ideas, how-tos, insights, research and advice - all focused on improving your organization’s performance and driving greater engagement with your teams.

The C2Perform Blog

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  • What Is Discretionary Effort? (+How to Encourage It)

    Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s experience, your performance metrics and profitability. Let's explore what powers this invaluable asset...

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  • Benefits of Having an Employee Performance Dashboard

    An employee performance dashboard can be incredibly useful for getting an “at-a-glance” view of how your team is doing when it comes to meeting their performance goals (or, if you want, their process goals).

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  • Nine Steps to Set Up Your Knowledge Base

    Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing quicker, more efficient access to valuable information... and you’ll be helping to increase your...

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  • Are Missing KPIs Hurting Your Bottom Line? (+ Performance Management Tips)

    Does your data show that employees are missing their targets? Consider if this is due to them underperforming or poor performance management within the organization. Effective performance management helps to keep business operations running smoothly while ensuring that everyone is meeting their...

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  • 3 Call Center Staffing Tips for Employee Retention

    From Sunday, April 23 to Wednesday, April 26, Frost & Sullivan will be hosting their 2023 Customer Contact East event. One of the major focal points of the event will be the recruitment, engagement, and retention of call center agents.

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  • Using Metrics to Optimize Contact Center Operations in Real Time

    Tracking key performance indicators (KPIs) is almost mandatory for any call or contact center operations manager that wants to improve their team’s performance. Tracking the right KPIs can help you identify when your team is doing well and opportunities for improvement.

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  • The Benefits of Building an Employee Recognition Program

    Employee engagement is a critical driver of productivity and success—which may be why 71% of executives say that employee engagement is critical to their company’s success (Source: Haiilo). Employee recognition—the act of acknowledging and praising an employee for their work or for notable...

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  • Free Resource: Employee Performance Review Template

    Assessing employee strengths and weaknesses, then doing your best to shore up and reward strengths while minimizing weaknesses, is a crucial part of maximizing performance across your team. Employee performance reviews can be a golden opportunity to do this, but many leaders may struggle to make...

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