If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
Knowledge-base articles up 60% vs Q1
AI natural-language searches up 44% → AHT –35 sec
Coaching hours up 31%; performance-improvement plans up 22%
In-platform social messages up 37%—stronger peer support
QA calibrations up 133%—tighter quality loop
Courses taken up 30%; micro-learning now mainstream
Traditional knowledge systems can waste time and erode confidence—AI offers a faster, more scalable path to clarity.
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.
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
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,...
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.
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...
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...
TL;DR:
Underperforming KPIs may reflect poor performance management rather than employee failure. Clear communication, attainable goals, and regular reviews are crucial to success. By improving motivation and streamlining processes with tools like C2Perform, businesses can boost productivity, reduce turnover, and increase profitability through more effective performance management.
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