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
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