Blogs
Coaching methodology
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.
70:20:10 that actually changes behaviour
70:20:10 becomes more useful when the 70 is clear and repeatable. This article explores how micro-behaviours, ACDC coaching, huddles and operating rhythms help leaders turn learning into on-the-job practice.
Coaching essentials: goals, cadence and support that stick
Coaching works best when leaders have a rhythm they can keep. This article explores how micro-behaviours, clear goals, evidence capture and outcome data help contact centres make coaching more consistent, practical and connected to retention, NPS and conversion.
Coaching plan template: simple, measurable and ready to use
A coaching plan works best when it is practical enough for leaders to use every week. This article explores how micro-behaviours, goal quality, evidence capture and weekly coaching rhythms help connect leader effort to conversion, retention and NPS.
Coaching vs mentoring in contact centres: which to use when
Coaching and mentoring work best when leaders know the difference and use each with purpose. This article explores how micro-behaviours, clear rhythms, goal quality and evidence trails help contact centres support both near-term performance and longer-term capability.
Practice makes perfect, but is all practice created equal?
Not all practice builds skill equally. This article explains how deliberate practice uses challenge, repetition and feedback to help people improve specific behaviours and build capability over time.
How do you know when to coach to mindset, and how do you do it?
Mindset issues often show up as inconsistent behaviour or lack of follow-through. This article explains how leaders can recognise when to coach mindset and use the Current State phase of ACDC to build self-awareness and support behaviour change.
Did something here connect with a challenge you’re working through?
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