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Time for New Thinking About Attrition
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,...
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.
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 only works if it drives behavior change. Many dashboards fail by tracking activity instead of outcomes. This guide explains what to include in a performance...
Most knowledge bases fail because they are hard to use or poorly maintained. This guide walks through how to set up a knowledge base with usability, adoption, and long term maintenance in mind.Too...
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.
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...
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...
Finding ways to maintain or increase employee engagement and motivation is an important part of any leader’s duties. However, it’s often easier said than done. Leaders may find themselves lacking the...
Employee coaching is a critical part of helping your team members develop and realize full potential. Having the right coaching tools can make managing employee performance and development much...
