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
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.
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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.
Spot early disengagement signals—before performance slips.
Real-world “before vs. after” examples show the cost of ignoring disengagement.
Four root causes drive most disengagement: recognition gaps, stalled growth, broken feedback loops, and burnout.
Practical fixes: recognition rituals, dynamic coaching, purpose-driven onboarding, and career pathing.
Small shifts can reduce attrition by up to 57 % and lift CSAT 10 pts.
One of your primary business goals is to ensure employee performance and deliver an outstanding customer experience. That means ensuring all members of your team understand, and can perform...
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