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.
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Welcome to the latest edition of the C2Perform Index (C2PI), our quarterly review of contact center and customer support industry trends, where we share insights from our analysis of more than 20 million data points. Culled from our work with companies in 30+ countries, we hope these findings will give you a high-level view of key trends and context for dealing with challenges in your organization.
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Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s experience, your performance metrics and profitability. Let's explore what powers this invaluable asset and how you can cultivate an environment that encourages it.
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