Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation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.

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...

Getting employees to keep up with their certifications and training can be important for a number of reasons. For some, the goal is to ensure that employees have the right skills to provide top-class service. For others, it’s critical to maintain regulatory compliance. Whatever the reason, employee certification can be a critical part of business.

TL;DR:

Employee coaching is a powerful tool to boost engagement and reduce turnover. It fosters employee confidence, skill development, and workplace satisfaction. Coaching sessions help employees feel heard, appreciated, and aligned—directly impacting retention.

1. Voluntary turnover costs U.S. businesses $1 trillion annually.
2. Coaching indirectly boosts engagement through improved confidence and communication.
3. Effective coaching strategies include:
   1. Gathering employee feedback
   2. Recognizing achievements
   3. Providing a safe space to practice skills
   4. Tying job tasks to meaningful outcomes
4. The right coaching tools help streamline communication, performance tracking, and learning.

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...

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...

TL;DR:

Connecting training and quality assurance helps improve performance, consistency, and customer experience. When QA and Training collaborate using shared data, coaching, and calibration, teams align better and improve faster.

In any organization, being able to maximize the performance of your employees is important. Unfortunately, not every organization is able to make steady progress on driving employee engagement and...