Contact Centre Performance Expert
I Help Build Internal Capability, Not Dependency.
I help contact centre leaders improve performance by diagnosing structural constraints and designing contained operational interventions.
You’ve led service teams across countries.
You’ve inherited broken systems.
You’ve been handed performance targets without structural clarity.
You’ve seen what happens when pressure increases but architecture doesn’t change.
Speed improves.
Coaching increases.
Engagement spikes.
But the recurrence returns.
I built this model because surface optimization wasn’t enough.
Built Inside Real Contact Centre Operations
What Most Leaders Are Told
Improve effort.
Increase accountability.
Push harder.
What Actually Moves Stability
Identify the constraint.
Redesign the mechanism.
Test in contained pilots.
Measure recurrence, not optics.
Why Structural Capability Matters in Contact Centres
External advice can create lift.
Targets move.
Energy rises.
Attention sharpens.
But if the diagnostic capability sits outside the operation, the system remains fragile.
When pressure returns, the same constraint reasserts itself.
Stability does not come from more effort.
It comes from better architecture.
This is the foundation behind every operational intervention I design.
I do not install frameworks and step away.
I help leaders build the capability to identify constraints, test structural shifts, and measure recurrence themselves.
When that capability lives inside the system, stability holds under pressure.
Graeme Colville
Founder, Breaking The Loop
Why I Built This
I spent years leading service operations under pressure.
High volume.
Tight targets.
Recurring issues that refused to disappear.
I watched capable leaders burn energy optimising surface metrics while the same structural constraints quietly regenerated demand underneath them.
We were told to improve effort.
Increase accountability.
Coach harder.
Sometimes performance lifted.
But the instability returned.
I built this model to solve recurrence, not symptoms.
Not through large-scale transformation.
Through contained structural interventions that could be tested, measured, and stabilised inside real operations.
That is the work behind Breaking The Loop.
Contact Centre Leaders Under Performance Pressure
Who This Is For
This work is built for leaders responsible for performance inside complex service environments.
You carry accountability for outcomes.
But you do not control the architecture producing them.
You inherit targets.
You inherit architecture.
You inherit pressure.
You are expected to stabilise results.
Without creating burnout.
Without increasing noise.
Without cosmetic fixes.
You want to understand why recurrence happens.
You want structural clarity.
You want stability that holds when pressure returns.
If that is the work in front of you, this is built for you.
READY TO BREAK THE LOOP?
Explore the Work
Breaking The Loop is not theory.
Each intervention is designed to correct structural performance gaps inside real contact centre operations.
It is a structured approach to identifying constraints, redesigning mechanisms, and stabilising recurrence inside real operations.
If this lens resonates, start with the Intervention Overview.
[ Explore the Interventions ]