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.
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:
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.
Quality Assurance, or Quality Management, has its own unique flavor in service businesses like contact centers, customer support, financial back office operations, or insurance claims management,...
Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...
Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.
Being a good coach...
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