Blogs
Leadership development
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."
ACDC coaching: a simple system leaders can use every week
ACDC coaching helps leaders turn vague coaching conversations into clear practice commitments. This article explores how micro-behaviours, operating rhythms, goal quality and evidence capture make coaching more consistent, measurable and easier to run every week.
Coaching vs mentoring: what frontline leaders need to know
Coaching and mentoring work best when leaders use each for the right purpose. This article explains how ACDC coaching, micro-behaviours and weekly rhythms help contact centre leaders improve performance without losing sight of longer-term development.
From routine to results: designing a high-performance operating rhythm
A high-performance operating rhythm is more than a calendar of meetings. This article explores how clear purpose, simple execution, leadership accountability and behavioural focus can turn routine activities into measurable progress.
Call centre coaching that improves AHT, FCR and retention
Coaching creates more value when it is focused, consistent and evidence-based. This article explores seven practical steps for contact centre coaching, using micro-behaviours, ACDC, operating rhythms and verification to connect coaching effort to AHT, FCR and retention.
Coaching skills: build leaders who build capability
Better coaching starts with clear behaviours, not broad feedback. This article explains how leaders can use micro-behaviours, ACDC or Tactical GROW, and a consistent coaching rhythm to lift coaching quality and connect leader actions to performance outcomes.
How micro-behaviours together with AI can unlock performance
Trust grows when people know what good looks like, understand what is expected, and feel supported to improve. This blog explores how micro-behaviours, goal quality and AI can help leaders create clearer coaching experiences, stronger habits and better performance at scale.
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