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The C2Perform Blog

Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation

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.

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A manager using the 7 steps of coaching to review performance data with a BPO agent.
Professionals discussing the 7 steps of coaching in a BPO for agent success.
Younger boss speaking to an older employee
How to Coach an Employee in 8 Steps: A Manager's Guide to Developing Your Team

TL;DR: Effective employee coaching transforms struggling team members into confident performers through structured guidance and support. This proven 8-step framework helps managers address performance gaps, build skills, and create lasting behavioral change.

Key elements include:

  • Preparing with clear objectives and examples
  • Creating a supportive dialogue environment
  • Identifying root causes collaboratively
  • Setting measurable goals with accountability
  • Providing ongoing feedback and resources

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A supervisor uses a call coaching template on a computer to provide feedback to an agent.
Digital illustration of interconnected file folders representing an AI-powered knowledge management system, symbolizing streamlined content access and data automation in contact centers.
Rethinking Knowledge Management in the Age of AI: How Support Teams Can Move Faster and Smarter

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.

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What to Look for in an Employee Coaching Platform
What to Look for in an Employee Coaching Platform

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...

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Why Do Employee Certifications Lag Behind Goals
Why Do Employee Certifications Lag Behind Goals (+What You Can Do)

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.

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Employee Coaching to Improve Workforce Retention Rates
Using Employee Engagement Coaching as a Workforce Retention Strategy

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.

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Six Tips for Improving Employee Coaching Sessions
Six 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...

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