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.
Summarise Key Information: the value of being understood
Summarising key information helps customers feel heard and gives consultants a clearer understanding of their needs. This article explains the micro-behaviour, why it matters and how teams can practise it in customer conversations.
Small actions, big outcomes: 5 micro-behaviours to boost productivity and motivation
Small leadership behaviours can help teams build consistency, motivation and progress. This article explores five micro-behaviours leaders can use to support daily focus, recognise effort and connect everyday work to bigger goals.
Proven Strategies to Improve AHT with Smarter Pathways
Improving AHT is not about rushing customer conversations. This article explains how coaching specific micro-behaviours can help agents handle calls more efficiently while protecting customer experience, call quality and first call resolution.
The Seinfeld Strategy: beat procrastination
The Seinfeld Strategy helps beat procrastination by turning consistency into a visible daily habit. This article explains how “don’t break the chain” works and why small, repeatable actions can build momentum over time.
Benefits and Attributes: letting the customer know how you will help them
The Benefits and Attributes micro-behaviour helps consultants move beyond product descriptions and explain how a solution benefits the customer. This article shows why it matters and how teams can practice it in customer conversations.
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