Blogs
Micro-behaviours
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."
Bespoke behavioural frameworks: turn strategy into action
A behavioural framework helps turn strategy and expectations into actions people can see, hear and practise. This article explores how micro-behaviours, coaching rhythms and goal quality help leaders embed change and connect behaviours to measurable outcomes.
Define micro‑behaviours, lift performance
Performance improves when teams can see which behaviours to practise and how those behaviours connect to results. You’ll see how micro-behaviours, ACDC coaching, operating rhythms and behavioural data create clearer pathways to AHT, FCR, NPS and conversion.
ACDC coaching: the practical coaching model leaders can run every week
ACDC helps leaders turn coaching intent into clear action on real calls. This article compares ACDC with GROW and explains how micro-behaviours, operating rhythms, goal quality and evidence capture make coaching more practical, consistent and measurable.
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.
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.
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.
Behavioural change that sticks: use the Seinfeld strategy at scale
The Seinfeld strategy turns consistency into something people can see. This article explores how daily micro-behaviour practice, ACDC coaching, chain tracking and weekly operating rhythms help contact centre leaders build momentum and connect small actions to measurable outcomes.
Did something here connect with a challenge you’re working through?
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