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
Why the 70:20:10 learning model is a game-changer
The 70:20:10 learning model helps explain why workplace learning needs more than formal training. It highlights the value of on-the-job practice, coaching, feedback and peer learning in building capability that lasts.
4
min read
The Progress Principle
The Progress Principle shows why small, meaningful steps can help build motivation, reduce procrastination and support goal achievement. This article looks at how incremental progress and the Seinfeld Strategy can turn bigger goals into consistent daily action.
4
min read
Do your metrics tell the whole story? The role of operating rhythms in contact centre success
Operating rhythms help contact centre leaders turn metrics into consistent coaching, feedback and behavioural action that supports more sustainable performance improvement.
6
min read
GRIST + YakTrak: A new era of people development
GRIST and YakTrak have united to bring behavioural expertise and platform visibility together. This article explains what the partnership means for people development, coaching, compliance, onboarding and measurable performance improvement.
4
min read
The future of work: How to future-proof the skills in your organisation
Future-ready organisations need practical ways to build the skills their people will need next. This article explores the future of work, key skill trends and how micro-behaviours can help turn capability development into everyday action.
9
min read
Better pathways for leadership development: building agile leaders through deliberate practice
Leadership agility is built through deliberate practice, feedback and observable behaviours. This article explores how leaders can turn broad capability goals into specific actions they can practise, measure and improve over time.
5
min read
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.
2
min read
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.
4
min read
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