Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation

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.

Most Popular Multiple spreadsheets open on computer screens

The C2Perform Blog

Nine Steps to Set Up Your Knowledge Base

Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing...

QA and Training: Are you Connected?

We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.

Building a Better Quality Assurance Program

In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact...

What to Look for in an Employee Quality Assurance Tool

Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...

Seven Ways to Improve Coaching

Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.

Being a good coach...

The C²Perform Blog