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
How to Talk to Customers Who Are Struggling
Customers experiencing financial hardship need more than information. They need to feel heard, respected and supported. This article explores how empathy, active listening and practical assistance can help customer-facing teams respond with compassion during difficult conversations.
4
min read
Top strategies for engaging and retaining your contact centre team
Employee engagement helps contact centres improve retention, performance and team stability. This article explores practical engagement drivers, including leadership, recognition, development, coaching and feedback cycles, and shows why consistent action matters more than broad intent.
17
min read
The power of coachability
Coachability helps people seek feedback, adapt their behaviour and keep learning. This article explains why it matters for career growth, job satisfaction and innovation, with practical tips for building openness, curiosity and stronger collaboration.
3
min read
Benefits and Attributes: letting the customer know how you will help them
The Benefits and Attributes micro-behaviour helps consultants move beyond product descriptions and explain how a solution benefits the customer. This article shows why it matters and how teams can practice it in customer conversations.
4
min read
Behavioural analytics: see what moves AHT, FCR and NPS
Behavioural analytics helps leaders move from busy scorecards to clearer coaching action. This article explores how micro-behaviours, adoption, quality, verification and leader cadence can connect coaching effort to AHT, FCR and NPS.
4
min read
Practice makes perfect, but is all practice created equal?
Not all practice builds skill equally. This article explains how deliberate practice uses challenge, repetition and feedback to help people improve specific behaviours and build capability over time.
3
min read
How an operating rhythm creates predictability and focus in metrics-driven contact centres
An operating rhythm helps contact centre leaders turn metrics into focused action. This article explores how huddles, coaching and reviews create predictability, reduce firefighting and connect daily behaviours to stronger performance.
6
min read
How do you know when to coach to mindset, and how do you do it?
Mindset issues often show up as inconsistent behaviour or lack of follow-through. This article explains how leaders can recognise when to coach mindset and use the Current State phase of ACDC to build self-awareness and support behaviour change.
4
min read
Unlocking leadership agility: practical pathways for developing adaptive leaders
Leadership agility is built through deliberate practice, behavioural insight and everyday application. This article explores five practical skill areas that help leaders adapt, communicate clearly, experiment safely and support their teams through change.
5
min read
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