Customer-support operations never sit still, and the latest C2Perform Index makes that crystal-clear. After reviewing 100 million+ interactions in Q2 2025, we found that teams combining governed content, AI-powered search, and data-driven coaching are sprinting ahead of the pack.
A modern knowledge base (KB) is more than a repository of PDFs. When content is stored in a governed, secure hub, it becomes a real-time performance lever. Participants in the Index expanded their KBs by 60 % quarter-over-quarter and switched on plain-language AI search. Result: average handle time (AHT) fell by 35 seconds because agents stopped spelunking through chat threads and outdated docs.
If you’ve been championing centralization for years, Q2’s data is your vindication. Need a blueprint? Grab our KM leaders’ guide for practical steps on planning, governance, and roll-out.
Too many teams still lean on shared drives, personal FAQs, or “shadow” spreadsheets. These workarounds feel quick but create conflicting answers, waste time, and open compliance gaps. Every extra 30-60 seconds an agent spends saying “Hold on while I check…” compounds across hundreds of tickets.
If your KB feels like a scavenger hunt, start with these tips on knowledge-base creation for contact centers. Consolidate, tag, and retire duplicative content before it sidetracks another interaction.
Leading teams didn’t stop at better search. They wrapped knowledge in a continuous improvement loop:
Find – Agents ask natural-language questions; AI surfaces vetted answers. Usage of AI search jumped 44 % in Q2 and shaved those crucial 35 seconds off AHT.
Coach – Dashboards highlight skill or content gaps; managers launch 10-minute micro-sessions twice a week.
Recognize – Real-time badges and shout-outs reinforce progress.
Where this loop ran weekly, attrition drifted 11 % lower year-to-date, while coaching hours rose 31 % even as PIPs fell. For a deeper dive into building a coaching culture, check our guide to dynamic coaching platforms.
Every great morning starts with a single screen that shows outliers, not a stack of spreadsheets. Integrated KPI views tie performance, coaching, QA, and LMS data together, trimming pre-coaching prep from 40 minutes to 10. Learn the essentials in our post on secure employee-performance dashboards.
Better visibility feeds the coaching flywheel and spotlights soft-skill trends you may need to address. Need ideas? Steal a few from our soft-skill development tips.
Q2’s numbers aren’t just a scorecard—they’re a playbook. Organizations that treat knowledge as a living strategy, empower agents with AI answers, and nurture a proactive coaching culture see:
Faster resolutions (35 seconds off AHT)
Stronger learning (usage of AI search up 44 %)
Steadier teams (attrition down 11 %)
The next quarter will bring fresh challenges, but with a governed hub and coaching loop in place, your operation is primed to turn them into wins.
Bringing knowledge and performance together is exactly what C²Perform was built to do. Our platform unifies knowledge management, AI search, coaching, QA, and engagement in one secure system—trusted by teams in 30 + countries and backed by more than a decade of practitioner know-how.
Ready to see how smarter knowledge could power your next 90 days? Book a Discovery Call and let’s turn data into action—and good teams into great ones, one informed conversation at a time.