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
Coaching skills: build leaders who build capability
Better coaching starts with clear behaviours, not broad feedback. This article explains how leaders can use micro-behaviours, ACDC or Tactical GROW, and a consistent coaching rhythm to lift coaching quality and connect leader actions to performance outcomes.
3
min read
Building smarter, more capable teams - faster
Contact centre capability grows when leaders can coach specific behaviours in real calls. This article explores how micro-behaviours, ACDC coaching, team huddles and behavioural data help connect weekly practice to AHT, FCR, NPS and other outcomes.
2
min read
Change management consulting for contact centres: adoption you can see
Change sticks when leaders can turn initiatives into weekly practice. This article explores how micro-behaviours, ACDC coaching, operating rhythm and behavioural data help teams improve adoption, verify progress and connect behaviour change to scorecard outcomes.
4
min read
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.
1
min read
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.
5
min read
Conduct risk management for regulated contact centres
Conduct risk is easier to manage when policies are translated into clear behaviours. This article shows how micro-behaviours, ACDC coaching, evidence capture and audit-ready reporting help teams move from detection to verified resolution.
3
min read
Coaching mindset: when to coach it and how to make it stick
Some performance gaps are mindset gaps, not skill gaps. This article explores how leaders can spot mindset barriers, turn beliefs into micro-behaviours and use ACDC coaching to support behaviour change on real calls.
4
min read
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.
4
min read
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.
4
min read
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