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

  • A Simple Call Center Employee Onboarding Playbook

    For any call center, employee recruitment is a major concern. With average call center turnover falling between 30% and 45% (Source: QATC), call center leadership is constantly pressured to add new talent and improve retention rates for existing call agents.

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

    Every leader wants to have a hard-working team. One that goes above and beyond basic performance expectations by putting in some discretionary effort each day. But discretionary effort isn’t something that you can just compel employees to give.

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  • The Stages of Employee Disengagement

    Employee engagement is a critical issue for any organization regardless of size or industry. When you have high levels of employee engagement, your team is more likely to go the extra mile to meet goals and is less likely to quit. On the other hand, employee disengagement increases the risk of...

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  • Are Speech Analytics Call Center Solutions the Best QA Option?

    Artificial Intelligence (AI), or software solutions that try to imitate human intellect to achieve complex tasks, have long been a part of business operations. Many businesses rely heavily on AI to sift through massive data sets so leaders can make more informed decisions. For call centers, speech...

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  • 6 Tips for Improving Employee Coaching Sessions

    Employee coaching is crucial to maintaining a productive workforce but often falls to the wayside when day-to-day tasks get in the way. When coaching your employees, it’s important to create a feedback loop that helps employees continuously grow and improve. 

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  • 4 Warning Signs of Imminent Call Center Employee Turnover

    Call centers are notorious for high turnover rates, which can be costly to businesses. Especially in the wake of the great resignation, it’s more important than ever to make sure your employees feel as if they’re working for a top employer of choice. 

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  • Why Do Contact Center Employees Hate Performance Improvement Plans?

    An effective contact center relies on the hard work and dedication of its team members. In order to help call center employees succeed in their roles, it's crucial to provide them with tools, knowledge, and resources they need to complete their daily tasks.

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  • 5 Tips to Help You Keep Contact Center Agents

    In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing an employee range from several thousand dollars to two times the employee's annual salary. 

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