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.
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.
Topics
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.
3
min read
Consistency creates confidence: The hidden advantage of high-performing teams
Most teams are closer to high performance than they think. The difference is rarely capability. Stronger teams simply apply a small number of important behaviours more consistently over time.
4
min read
Consistency creates confidence: The hidden advantage of high-performing teams
Most teams are closer to high performance than they think. The difference is rarely capability. Stronger teams simply apply a small number of important behaviours more consistently over time.
4
min read
Everyone Agrees Practice Matters. So Why Does Nobody Do It?
Most people receive feedback after the conversation. PrakMate changes that by creating opportunities to practise before it happens. Combining realistic conversation practice, behavioural feedback and team-level insights, PrakMate helps organisations build capability, improve conversation quality and develop confidence where it matters most. We're currently inviting select organisations to participate in an exclusive pilot ahead of broader release.
4
min read
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."
2
min read
When coaching conversations are free to be coaching conversations
Great coaching conversations happen when people can focus on the discussion, not the note-taking.
3
min read
When memory becomes the weakest link in coaching
By turning coaching conversations into a reliable record of insights, actions and outcomes, organisations can create more consistent pathways to lasting behaviour change.
2
min read
Turning coaching conversations into action
Great coaching conversations don't create change on their own. Turning insight into action requires clear follow-through, accountability and visibility beyond the session itself.Learn how YakTrak's Coaching Transcribe & Summarisation helps organisations capture key insights, reinforce commitments and drive lasting behaviour change.
4
min read
Stop debating scores, start improving daily
MyFocus helps contact centre teams move beyond score-first QA/CX assessment. It turns performance data into a daily improvement loop, helping consultants choose a KPI, focus on one high-impact behaviour and track progress using real-time behavioural data.
4
min read
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