Contact Centre Performance Improvement
Stop Managing Metrics.
Start Fixing Your System
You’ve increased coaching, lowered AHT targets yet your contact centre performance improvement efforts haven’t stabilized results.
I help operational leaders move beyond "managing the symptom" to running evidence-based interventions that stick.
The AHT
Loop
You hit your handling time target.
The queue doesn’t shrink.
Reducing AHT without addressing repeat demand simply regenerates volume. Contact centre performance improvement requires removing structural friction, not just moving faster.
You Are Doing Exactly What The System Asked
Why isn't it working?
Most contact centre leaders are living inside a performance illusion.
The metrics move. The pressure doesn’t.
You’re solving exactly what the system trained you to solve.
But the system is designed to produce the wrong outcome.
The Sentiment
Gap
CSAT holds steady.
Complaints increase.
Optimizing individual interactions does not fix systemic instability. Contact centre performance improvement depends on correcting the mechanism behind recurring frustration.
The Coaching Paradox
You invest in coaching.
Performance barely shifts.
When agents operate inside flawed processes, coaching alone won’t fix the system. Contact centre performance improvement requires structural redesign, not just better conversations.
15 YEARS IN THE CHAIR
I’m here to help you run your own system intervention.
I’ve watched teams hit every target and still lose control of their operation. AHT improves. Volume rises. Coaching increases. Complaints follow.
My approach is grounded in Systems Thinking (The Vanguard Method) and Prosci-certified Change Management.
I built Breaking the Loop for leaders who know something is structurally wrong and have the ambition to fix it.
OPERATIONAL BLUEPRINTS
Contact Centre Performance Improvement Requires A System Redesign
These aren’t generic frameworks. They’re contained, evidence-led interventions you can run inside your operation.
Pick the loop you need to break first.
Intervention 1:
The AHT Loop
Tension:
You reduced handling time, but total contact volume keeps rising.
Outcome:
Eliminate avoidable demand by redesigning workflow creating repeat contacts.
Intervention 2:
The Sentiment Gap
Tension:
CSAT looks stable, but complaints and repeat contacts increase.
Outcome:
Redefine measurable reliability so satisfaction reflects real operational stability.
Intervention 3:
The Coaching Paradox
Tension:
You increased coaching, performance gaps aren’t closing.
Outcome:
Remove structural barriers so people can perform inside a stable system confidently.
THE INTERVENTION ENGINE
This doesn't teach you what to think. It builds the evidence that forces change.
Unlike generic training or expensive consulting, these toolkits run entirely inside your own operation:
Evidence Gates:
You don't progress by simply "finishing a module". You progress by producing findings from your own data and direct observation.
Live Experiments:
Every intervention includes a controlled, ring-fenced pilot tracking real demand and real results in real-time.
The Intervention Record:
You will finish with a documented, leadership-ready record of what was wrong, what was changed, and the data that proves the result.
READY TO BREAK THE LOOP?
Stop managing the metric. Start fixing the mechanism.
You’ve seen how traditional management reflexes like speed-based targets and generic coaching only mask structural failure.
Whether you need a self-directed toolkit for your team or a full operational intervention, my approach is grounded in Systems Thinking and Change Management to ensure the fix actually sticks.