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.
First off, let's talk about inefficiency. Juggling multiple spreadsheets, shared drives, and disparate systems is like trying to run a marathon in flip-flops. Sure, you’ll get there eventually, but it'll be painful, slow, and full of unnecessary steps.
Spreadsheets are notorious for becoming labyrinths of data that's hard to navigate. Shared drives or elaborate SharePoint solutions? They get cluttered quickly, making it difficult to find what you need when you need it. Not to mention the confusion caused by version control issues. And using multiple systems to track performance? That’s an open invitation to mistakes and challenges in getting the information you need into one place quickly.
You're preparing for a coaching session with an employee. You have to find performance data in one system, go somewhere else to see what you talked about during your last coaching session (which could very well be in a Google Doc or, worse yet, an email thread!) , still somewhere else to see how your employee did in her most recent training course and another place altogether to collect performance data. The result? A lot of time wasted, inconsistent data, and a whole lot of frustration - not to mention that wasted time could be spent doing more coaching instead of preparing for it.
Compliance is another beast altogether. When you use fragmented systems and manual methods, you're opening the door to potential compliance issues.
Data security and privacy are no joke, especially in customer support. Fumbling around with spreadsheets and shared drives increases the risk of breaches. Moreover, maintaining compliance with company, customer and industry regulations becomes a huge task when your data is scattered across multiple platforms. It’s not just about safeguarding information; it’s also about maintaining accurate and retrievable records for audits or legal needs.
You need confirm that a group of employees has received annual certification training for a particular skill. Today, that might mean checking with the training department to see when or if the training took place and the results, confirming with HR that the re-certification training is in an employee's record and then ensuring that workforce management knows that employee is certified to handle any transactions requiring the certification. Oh, and you need to provide this information asap.
But let’s pivot to your team. Working with manual processes and multiple systems doesn’t just slow down your operation; it drags down morale. Employees find it demotivating to navigate clunky interfaces and inefficient processes.
A poor employee experience leads directly to a poor customer experience. If your team is frustrated and overwhelmed by the tools they're forced to use or the information they're receiving (or not receiving), they’re less likely to deliver outstanding customer service. Burnout rates climb, job satisfaction plummets, and employee turnover becomes an ever-increasing problem.
One of the common concerns we hear from potential customers is how employees often feel when they're trying to find the information they need to do their jobs. Too often, this involves sifting through documents in a shared drive that might not be the most organized or up-to-date. Sometimes, it also means hopping between different platforms across the business.
The outcome? Well, it can be a bit frustrating for everyone involved - the employee experience isn't great.
The impact on the employee experience ultimately spills over to your customer experience. Long wait times, inconsistent responses, and unresolved issues can become too frequent. In a world where the customer experience is everything, this can have a devastating impact on your business.
Customers today expect quick, efficient, and consistent service. When your team is bogged down by outdated resources, meeting these expectations becomes next to impossible. Over time, frustrated customers will take their business elsewhere, damaging your reputation and bottom line.
A customer reaches out to your company for help with an issue because they either can't find what they need in your self-service options, just prefer not to use those options or the problem is complex and the customer wants to connect with a real person. Your rep is anxious to help but has to put the customer on hold for long periods of time or can't find the correct information to solve the problem - creating even more work and a frustrated employee and customer. The employee feels the brunt of the customer's dissatisfaction, which impacts their job satisfaction. Meanwhile ,the customer decides to immediately post on social media to express that dissatisfaction.
The good news? You've got choices. Based on our experience, companies who struggle with the typical challenges we see have three primary paths to choose from. Here's a quick look at those options and high-level pros and cons of each.
| Option | Pros | Cons |
| Maintain the status quo |
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| Low code/no code solutions |
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| SaaS solution |
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This is where we come in. At C2Perform, we’ve been in your shoes. Our platform was built by practitioners for practitioners. We're not another flashy tech solution; we offer a comprehensive suite of connected tools designed to simplify your operations and strengthen your team.
At C2Perform, we’ve been in your shoes. Our platform was built by practitioners for practitioners. We're not another flashy tech solution; we offer a comprehensive suite of connected tools designed to simplify your operations and strengthen your teams.
While you've got the core systems required to run your operations - CCaaS, WFM, CRM, Claims Management or others - there are still so many things that have to be done for you to improve performance and engage with your employees. That's where we come in. We're the "essential everything else" you need to perform at a high level and build stronger teams, including:
Say goodbye to the hassle of combing through countless spreadsheets, email threads and shared drives. Forget about the tedious task of copying and pasting data between platforms. With C2Perform, everything you need is conveniently located in one place. This not only saves you time and money but also boosts accountability and visibility, helping your team stay connected and efficient.
We're obsessed with delivering value to our customers, which means giving you access to an outstanding suite of tools at a price that your CFO can appreciate. We don't ever try to sell you more than you need, and we will constantly work with you to find ways to help you solve your business challenges.
C2Perform is different because we’ve lived through many of the challenges you face, and we literally designed our platform to solve them. We’re not here to push a bunch of unnecessary bells and whistles. We're here to provide the tools you need to streamline your operation, stay compliant, boost employee engagement, and deliver the level of customer service your customer expect.
In the end, it’s about making your operation smoother, your team happier, and your customers more satisfied. So why not take a step toward simplifying your operations and strengthening your team?