Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation

Key Takeaways:

• Traditional knowledge systems can waste time and erode confidence—AI offers a faster, more scalable path to clarity.

• Modern knowledge strategies prioritize consolidation, natural search, real-time learning, and continuous content improvement.

• New AI-powered search lets agents ask real questions and get relevant, secure answers in seconds.

• AI Content Assistance helps create and refine knowledge base articles faster, keeping support content up-to-date and maintaining a high degree of quality.

Key Findings at a Glance:

The Q1 2025 C²Perform Index reveals how top customer support operations are adapting, scaling, and driving data-backed performance:

• 153% increase in coaching sessions YoY, coinciding with a 20.5% reduction in Performance Improvement Plans — a clear signal that early, frequent feedback drives better outcomes

• 21% growth in eLearning completions, showing a shift toward scalable, self-directed learning models that reduce training bottlenecks

• 31% rise in broadcast message usage, emphasizing the need for instant, cross-functional communication in hybrid environments

• 28% increase in badges awarded, proving that small, consistent recognition drives long-term engagement and morale

• 34% more knowledge base content created, paired with fewer page revisits — suggesting stronger knowledge retention and content maturity

Blog Summary

If you're still managing your customer support operation with spreadsheets, shared drives, and disconnected tools, you're likely wasting time, frustrating employees, and putting compliance at risk. Here’s why it’s time for a change:

• Inefficiency drains productivity – Managing multiple tools slows down operations and leads to data inconsistencies.

• Compliance risks increase – Fragmented systems make it harder to track certifications, secure data, and meet industry regulations.

• Employee & customer experience suffers – Frustrated employees lead to poor service, longer wait times, and unhappy customers.

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,...

• Key Takeaways

  
  

  • Discretionary effort is the voluntary, extra energy employees invest in doing more than what’s required.

  • It’s a key driver of performance, morale, and customer satisfaction—especially in support environments. 

  • Organizations that foster purpose, feedback, and growth opportunities see higher levels of discretionary effort.

  • Thoughtful onboarding, strong coaching, visible recognition, and real career paths all count in a culture where going the extra mile is normal.

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