Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation

Key Findings at a Glance:

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

Blog Summary

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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• Taking a proactive approach to solving customer issues
• Eagerly engaging in learning programs and sharpening their skills
• Identifying ways to improve efficiency, often through process changes
• Mentoring new colleagues without being asked to improve performance across the team
• Working overtime when necessary
• Providing positive feedback and suggestions to help improve the work environment

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