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.
Define micro‑behaviours, lift performance
Micro‑behaviours help contact centres shift AHT, FCR, NPS and conversion by turning capability into small, repeatable actions leaders can coach each week. This piece outlines how GRIST and YakTrak define the right behaviours, embed a simple ACDC rhythm and link practice to outcomes. The result is clearer conversations, steadier performance and progress leaders can see and verify.
ACDC coaching: the practical coaching model leaders can run every week
Many contact centres need better outcomes without burning people out, and much of that comes down to turning coaching conversations into real behaviour change. This piece outlines how GROW sets direction while ACDC turns intent into measurable practice, how YakTrak and GRIST embed that rhythm each week, and what leaders can expect when micro‑behaviours are applied with focus, frequency and quality.
GROW is a helpful way to structure a conversation. ACDC is how leaders turn that conversation into the small, repeatable micro‑behaviours that move AHT, FCR and NPS on the floor.
Bespoke behavioural frameworks: turn strategy into action
Behavioural change that sticks because progress is visible
70:20:10 that actually changes behaviour
How micro-behaviours together with AI can unlock performance
Behavioural change that sticks: use the Seinfeld strategy at scale
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