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Culture
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.
Lesson learned: The Behavioural Path
A simple photo of a dirt track beside a perfectly good path sparked a reflection on one of Peter Grist's most enduring observations: if you want to understand what people truly value, pay attention to what they do, not just what they say.
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."
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