Blogs
Operating rhythm
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.
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.
Coaching essentials: goals, cadence and support that stick
Coaching works best when leaders have a rhythm they can keep. This article explores how micro-behaviours, clear goals, evidence capture and outcome data help contact centres make coaching more consistent, practical and connected to retention, NPS and conversion.
Contact centre consulting that lifts quality and conversion
AHT, FCR and NPS are easier to influence when leaders can see the behaviours behind the numbers. This piece explores how micro-behaviours, coaching rhythms and short experiments help GM Ops teams improve conversation quality, conversion and consistency.
Coaching vs mentoring in contact centres: which to use when
Coaching and mentoring work best when leaders know the difference and use each with purpose. This article explores how micro-behaviours, clear rhythms, goal quality and evidence trails help contact centres support both near-term performance and longer-term capability.
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