Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation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.

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...

Voluntary employee turnover can have a major impact on any kind of business. While the specific cost of replacing an individual employee will vary based on industry and employee role, the price tag...

Employee engagement is a critical issue for any organization regardless of size or industry. When you have high levels of employee engagement, your team is more likely to go the extra mile to meet...

One of your primary business goals is to ensure employee performance and deliver an outstanding customer experience. That means ensuring all members of your team understand, and can perform...

It seems like everywhere you look (or listen) these days, the term Customer Experience is front and center. No surprise, really, given the increased emphasis companies are placing on how they treat...