Our take on contact centre change: trends that matter, behavioural insights in plain English, practical tools to apply, and field notes on what works, what doesn’t, and why.
Behavioural change that sticks because progress is visible
Progress builds momentum when people can see what is changing. This article explores how micro-behaviours, ACDC coaching, weekly rhythms and behavioural data help contact centre leaders make improvement visible and connect practice to measurable outcomes.
Topics
Lesson learned: Things I Thought Would Take a Day
A simple request to add a few notifications uncovers workflows, permissions, reporting requirements and a healthy dose of humility. In the first instalment of our Lesson Learned series, Brad Thomas reflects on software development's most dangerous phrase: "That should only take a day."
2
min read
When coaching conversations are free to be coaching conversations
Great coaching conversations happen when people can focus on the discussion, not the note-taking.
3
min read
When memory becomes the weakest link in coaching
By turning coaching conversations into a reliable record of insights, actions and outcomes, organisations can create more consistent pathways to lasting behaviour change.
2
min read
Turning coaching conversations into action
Great coaching conversations don't create change on their own. Turning insight into action requires clear follow-through, accountability and visibility beyond the session itself.Learn how YakTrak's Coaching Transcribe & Summarisation helps organisations capture key insights, reinforce commitments and drive lasting behaviour change.
4
min read
Stop debating scores, start improving daily
MyFocus helps contact centre teams move beyond score-first QA/CX assessment. It turns performance data into a daily improvement loop, helping consultants choose a KPI, focus on one high-impact behaviour and track progress using real-time behavioural data.
4
min read
Turn CX assessment into real performance improvement
MyFocus turns QA/CX assessment into practical, day-to-day improvement. It helps consultants choose a KPI, focus on key behaviours and use real call data to track progress, giving leaders and agents clearer visibility of what to coach and what to improve.
3
min read
Turning QA into action: what nib’s MyFocus pilot actually changed
What happens when QA stops being retrospective reporting and starts driving daily action?
In this interview, nib shares how combining Amazon Connect and YakTrak MyFocus helped turn micro‑behaviour data into visible goals, stronger coaching and measurable performance improvement.
14
min read
What the ‘Life. Be In It.’ campaign can teach you about large-scale behaviour change
The Life. Be In It. campaign shows how clear purpose, simple actions and repeated practice can shift behaviour. This article connects those lessons to behavioural coaching and explains how ACDC supports focused, practical behaviour change.
4
min read
Creating an effective operating rhythm: the best practices for success
Operating rhythms give contact centre leaders a practical way to turn daily activity into focused performance improvement. This article explores how huddles, coaching, feedback loops and reviews can build consistency, engagement and clearer links between leadership actions and results.
12
min read
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