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
Conduct risk under control: a closed-loop remediation system your auditors will trust
Conduct risk improves when QA findings become owned actions, not disconnected tasks. This article shows how micro-behaviours, coaching cadence, evidence threads and audit-ready reporting help regulated contact centres move from detection to verified remediation.
4
min read
Conduct risk in conversations: clear behaviours, verified action
Conduct risk becomes more manageable when policies are translated into behaviours leaders can see, coach and verify. This article explores how micro-behaviours, ACDC coaching, operating rhythms and evidence capture help teams move from detection to sustained compliance.
4
min read
Deliberate development: how leaders grow capability that lasts
Leadership training only creates lasting value when leaders can apply it consistently. This blog explores how micro-behaviours, deliberate practice, ACDC coaching and behavioural data help build stronger leadership habits and connect development activity to measurable contact centre outcomes.
3
min read
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.
6
min read
Practice makes perfect – but how much is enough?
Getting better at a skill may depend less on total hours and more on repeated, quality practice events. This article explores deliberate practice, what research suggests about skill application, and why leaders need ways to set goals, follow up and see practice in action.
3
min read
Unlocking the Full Potential of L&D: The Trusted Advisor Model
L&D teams can create greater strategic value when they move beyond reactive training requests. This article explores the Trusted Advisor model and the skills that help L&D become stronger business partners, including consulting capability, data use and stakeholder relationships.
5
min read
Beyond the numbers: how new behavioural metrics are driving contact centre performance
Contact centre metrics show outcomes, but behavioural and operating rhythm metrics help explain what drives them. This article explores how Yaktivity, Goal Quality, Coaching Quality and micro-behaviours give leaders clearer pathways to improve performance.
11
min read
The foundation of contact centre success: building an operating rhythm that works
Operating rhythms help contact centre leaders bring more structure and consistency to daily performance. This article explores how huddles, coaching, feedback and reviews can support stronger communication, clearer priorities and more purposeful leadership.
6
min read
The foundation of call centre success: why quality assurance matters more than ever
Quality assurance helps call centres create more consistent service, support agent development and improve customer experience. This article explains how clear standards, QA data, coaching and agent involvement can turn QA into a practical tool for continuous improvement.
6
min read
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