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
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
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.
Employee engagement is a critical driver of productivity and success—which may be why 71% of executives say that employee engagement is critical to their company’s success (Source: Haiilo). Employee...
Finding ways to maintain or increase employee engagement and motivation is an important part of any leader’s duties. However, it’s often easier said than done. Leaders may find themselves lacking the...
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...
English
Español
