Conversational Performance

CONVERSATIONAL PERFORMANCE

What makes a customer conversation truly successful?

For us, it’s not just about resolving a query - it’s about aligning the needs of the customer, the agent, and the brand in a way that delivers the best possible outcome for all three.

We help teams improve the quality of the conversations they have with their customers and the systems and structures that support those conversations. Sometimes that means working with frontline agents. Sometimes it means guiding the teams around them coaches, QA, operations. Often it means helping companies blend human and automated experiences in a way that works across the board.

Understanding and delivering better conversations is the foundation for maximising the potential of the conversational channel - whether it’s human, automated, or a mix of both.

These Operations Excellence packages bring structure to the work we do - combining practical training, team support, and the strategic blend of human and AI-powered conversations.

> BETTER CONVERSATIONS

For agents and frontline staff

Help agents get the most out of their working day by focusing on conversation quality. This package introduces practical tools and reflection methods that improve both outcomes and confidence.

Learn the AID structure (Appreciate – Inform – Direct)
Build daily habits that lead to better conversations
Understand what customers feel when reading your messages
Improve quality without increasing pressure or complexity

For team leads and coaching teams

Support team leads in getting agents to take more ownership of their performance. This package helps turn coaching from a tick-box exercise into a meaningful driver of improvement.

Connect specific behaviours to customer and business outcomes
Help agents understand and do more of what works
Create motivating coaching conversations, even under pressure
Build energy and direction into your team culture

For team leads, QA and supporting roles

Make your coaching and support efforts count by identifying the areas with the most potential for improvement. This package focuses on recognising patterns and delivering feedback that sticks.

Spot the coaching opportunities that matter most
Identify what to do more of and what to stop doing
Support performance with the right behaviours
Give feedback that helps people reflect on their conversations

For operational leaders and designers of hybrid journeys

As automation plays a big role in customer contact, the challenge is no longer human vs. bot, but it is how to make both work together. This package focuses on blending automated and human conversations for maximum value.

Support agents in working alongside automated flows
Evaluate conversations across human, hybrid, and AI-only channels
Understand if your blend is working and where it needs attention
Align customer, agent, and brand goals in every interaction