CONTACT CENTRE DIAGNOSTIC WORKBOOKS
Find the System Failure Before You Fix the Wrong Thing
Most contact centre performance problems look like people problems. They are not. They are structural failures - in system design, metric architecture, and process logic - that produce predictable, repeatable outcomes regardless of who is on shift. These workbooks are built to help you see that clearly.
Each workbook in the BTL Co. library is a standalone diagnostic. You work through it in under an hour, score your system, and leave with a specific signal about where the design is failing - not a vague set of recommendations to revisit in a future planning cycle.
How the Workbooks Are Structured
Every workbook follows the same three-stage process:
Diagnose
Work through each section and answer honestly. There are no right answers, only useful ones.
Score
Total your section scores. This identifies where the system pressure is highest.
Act
The final section translates your scores into a clear recommended next step.
The questions are designed to surface system signals, not judgements. Complete each workbook as an observer of the system - not as a defender of it.
Browse by Series
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.
Who These Workbooks Are For
These workbooks are written for contact centre leaders who are responsible for performance outcomes and suspect the standard explanations: agent capability, motivation and training gaps are not the whole story.
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Operations Managers and Directors carrying AHT, FCR, or CSAT targets
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Senior Team Leaders who coach agents on metrics they suspect are not within agent control
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Contact Centre Heads evaluating AI investment or post-implementation performance
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Leaders preparing the evidence base for a structural case to the wider business
You do not need to be running a full transformation programme to use these workbooks. You need 45–60 minutes, honest answers, and a willingness to look at the system.
Common Questions
01
Do I need to buy the whole series or can I buy one workbook?
Each workbook is standalone and priced at CA$47. You can buy one, two, or all nine. If you already know which performance problem you are dealing with, start with the workbook that names it. If you are not sure, the free diagnostic at /find-your-loop can help you identify where to begin.
02
How is a workbook different from a blog post or free resource?
The workbooks are structured diagnostic tools, not information articles. They walk you through a scoring process that produces a specific risk score and a recommended action track. The questions are designed to pull data and honest reflection out of you - not to inform you of things you could read elsewhere.
03
Can I share the workbook with my team?
Each workbook is sold under a single-user licence. It is designed as a solo diagnostic - you work through it as the leader observing the system. If you want to run it as a team exercise or share it across a management group, contact us about multi-user access.
04
What happens after I complete a workbook?
Your score points to a recommended next step. For lower-risk scores, that is usually a monitoring or measurement action you can take this week. For higher-risk scores, the workbook recommends the full intervention product - a structured, phased methodology with templates, facilitation guides, and measurement frameworks.