{"id":64796,"date":"2025-02-19T00:01:19","date_gmt":"2025-02-19T00:01:19","guid":{"rendered":"https:\/\/english.saigonbiz.com.vn\/2025\/02\/19\/faster-smarter-pathways-to-people-development-compliance-leadership-excellence-in-contact-centres\/"},"modified":"2025-02-19T00:01:19","modified_gmt":"2025-02-19T00:01:19","slug":"faster-smarter-pathways-to-people-development-compliance-leadership-excellence-in-contact-centres","status":"publish","type":"post","link":"https:\/\/english.saigonbiz.com\/vn\/faster-smarter-pathways-to-people-development-compliance-leadership-excellence-in-contact-centres\/","title":{"rendered":"Faster, Smarter Pathways to People Development, Compliance &amp; Leadership Excellence in Contact Centres"},"content":{"rendered":"<div>\n<p>Melbourne, Australia, Feb.  18, 2025  (GLOBE NEWSWIRE) &#8212; Contact centre leaders are being asked to do more than ever: reduce churn, improve compliance, and coach their teams to deliver amazing customer experiences and organisational results; all while navigating complex, highly regulated environments.<\/p>\n<p>Now, leaders have a structured, smarter way to drive real change.<\/p>\n<p><a href=\"https:\/\/www.globenewswire.com\/Tracker?data=aRJ_3Bw7gwrAsQHfx0NMxO7qDJSy_re4uRO2bnMeQTk6HB31nRm7BPWiVTxDnZxi1B8R0Iqbj4bq9glL_ngaFKQBUAqwxPqzkrmPtptBcQY=\" rel=\"nofollow\" target=\"_blank\" title=\"GRIST Consulting\">GRIST Consulting<\/a>, a leader in behavioural change and people development, and\u00a0<a href=\"https:\/\/www.globenewswire.com\/Tracker?data=3_pnQAg_AlDQ4lxv0KhZaqbiGLQV_A8PnzCal-7OiN0lsTTo-3PYwT-eatMOyZVTyN1KVYfWJMma8q8dAr3szQ==\" rel=\"nofollow\" target=\"_blank\" title=\"YakTrak\">YakTrak<\/a>, a pioneering coaching intelligence platform, have officially joined forces\u2014bringing faster, smarter pathways to leadership effectiveness, coaching precision, and compliance automation in contact centres.<\/p>\n<p><strong><b>\u201cThis isn\u2019t just another merger\u2014it\u2019s a step change in how contact centres develop their people, embed compliance, and drive performance at scale,\u201d <\/b><\/strong>said Peter Grist, Managing Director of GRIST &amp; YakTrak.<strong><b>\u00a0\u201cFor the first time, leaders will have a clear, structured roadmap to build coaching capability, improve conduct risk compliance, and measure behaviour change with real precision.\u201d<\/b><\/strong><\/p>\n<p><strong><b>Why this changes the game for contact centres<\/b><\/strong><\/p>\n<p><strong><b>YakTrak powered coaching precision<\/b><\/strong>\u00a0\u2013 GRIST defines what \u2018great\u2019 looks like, AI provides goal feedback while YakTrak provides the structure, discipline, and visibility needed to embed sustainable skill development.<\/p>\n<p><strong><b>Real-Time Coaching &amp; Leadership Insights<\/b><\/strong>\u00a0\u2013 Leaders gain instant visibility into team development, coaching effectiveness, and performance improvement trends. This accelerates onboarding, develops high performers faster, and aligns people and teams deliver results.<\/p>\n<p><strong><b>Automated Compliance Remediation<\/b><\/strong>\u00a0\u2013 Once compliance or QA risks are flagged, YakTrak provides the structured remediation process, ensuring faster correction and reduced regulatory exposure.<\/p>\n<p><strong><b>Seamless Integration with CCaaS<\/b><\/strong>\u00a0\u2013 Future integration with CCaaS platforms like AWS, Verint, Genesys, and NICE will automate QA processes and enable direct coaching-to-performance tracking, closing the gap between learning and execution.<\/p>\n<p><strong><b>What it means for contact centres in highly regulated industries<\/b><\/strong><\/p>\n<ul>\n<li><strong><b>Smarter compliance, less manual effort<\/b><\/strong>\u00a0\u2013 YakTrak automates compliance assessment and remediation workflows, reducing regulatory risk while saving leaders time and effort.<\/li>\n<li><strong><b>Certainty of improved performance\u00a0<\/b><\/strong>\u2013 GRIST + YakTrak provide data-backed insights that improve FCR, AHT, CSAT, sales conversions, and employee engagement\u2014giving leaders clear visibility into what\u2019s working and what\u2019s not.<\/li>\n<li><strong><b>Faster onboarding, lower attrition\u00a0<\/b><\/strong>\u2013 Structured, trackable coaching workflows and real-time insights help leaders accelerate skill mastery, improve speed to competency for new hires, and increase overall retention.<\/li>\n<li><strong><b>Better coaches &amp; more engaged leaders\u00a0<\/b><\/strong>\u2013 Leaders gain real-time insights into coaching effectiveness, enabling them to build stronger coaching habits, drive more meaningful conversations, and foster higher engagement.<\/li>\n<li><strong><b>Seamless integration across coaching, compliance &amp; performance\u00a0<\/b><\/strong>\u2013 YakTrak eliminates silos by providing one single platform for coaching, compliance, and performance tracking, ensuring leaders have a single source of truth for workforce development.<\/li>\n<\/ul>\n<p><strong><b>What clients can expect<\/b><\/strong><\/p>\n<p><strong><b>Real business impact<\/b><\/strong><\/p>\n<p>GRIST &amp; YakTrak are already transforming contact centre performance. Leading organisations in banking, insurance, and energy\u2014including IAG, Energy Australia, and nib\u2014are seeing measurable results:<\/p>\n<ul>\n<li><strong><b>68-second reductions in average handle time (AHT),<\/b><\/strong>\u00a0helping teams resolve customer issues faster.<\/li>\n<li><strong><b>Double-digit increases in first contact resolution (FCR),<\/b><\/strong>\u00a0improving service quality and reducing repeat calls.<\/li>\n<li><strong><b>10% uplift in net promoter score (NPS),<\/b><\/strong>\u00a0strengthening customer trust and loyalty.<\/li>\n<li><strong><b>79% of users report greater coaching accountability,<\/b><\/strong>\u00a0ensuring leaders actively develop their teams.<\/li>\n<\/ul>\n<p><strong><b>What\u2019s driving these results?<\/b><\/strong><\/p>\n<ul>\n<li><strong><b>GRIST provides clarity and focus<\/b><\/strong>\u00a0\u2013 GRIST\u2019s IP defines what great looks like, ensuring both team members and their leaders are aligned on expectations and performance standards.<\/li>\n<li><strong><b>Leadership rhythm tracking<\/b><\/strong>\u00a0\u2013 YakTrak ensures team members receive the right frequency of leadership interaction and coaching, allowing them to improve faster and perform at a higher level.<\/li>\n<li><strong><b>Quality insights into conversations and interactions<\/b><\/strong>\u00a0\u2013 GRIST &amp; YakTrak provide structured feedback on both customer and leadership conversations, helping teams refine skills and enhance customer experiences.<\/li>\n<li><strong><b>Smarter, data-driven decision-making<\/b><\/strong>\u00a0\u2013 The data and insights YakTrak provides allow leaders to act faster and reinforce the right pathways to success, ensuring coaching is targeted, effective, and measurable.<\/li>\n<li><strong><b>Automated remediation workflows<\/b><\/strong>\u00a0\u2013 YakTrak coordinates multiple stakeholders across teams, ensuring team members receive the structured support they need to improve both compliance and performance.<\/li>\n<\/ul>\n<p>And this is just the beginning.<\/p>\n<p><strong><b>What\u2019s coming next<\/b><\/strong><\/p>\n<ul>\n<li><strong><b>YakTrak-powered coaching assistants,<\/b><\/strong>\u00a0delivering real-time coaching recommendations to support leaders.<\/li>\n<li><strong><b>AI-driven coaching insights &amp; summarisation,<\/b><\/strong>\u00a0eliminating the need for manual tracking and reporting.<\/li>\n<li><strong><b>CCaaS integration (AWS, Verint, Genesys, NICE),<\/b><\/strong>\u00a0enabling automated QA workflows and direct coaching-to-performance tracking for the first time.<\/li>\n<\/ul>\n<p>Contact centre leaders have no shortage of metrics\u2014but too often, they\u2019re stuck reacting to the numbers instead of understanding the behaviours behind them. YakTrak changes that. By giving leaders clear visibility into coaching quality, leadership rhythms, and compliance workflows, we help them drive meaningful, measurable change\u2014faster.<\/p>\n<p><strong><b>\u201cThis shift\u2014from reacting to numbers to actively shaping behaviour\u2014is what sets GRIST &amp; YakTrak apart\u201d<\/b><\/strong>\u00a0said Brad Thomas, co-founder of YakTrak.<strong><b>\u00a0\u201cThis is more than just visibility\u2014it\u2019s a structured pathway for leaders to develop their people faster, improve compliance outcomes, and measure the impact of coaching like never before.\u201d<\/b><\/strong><\/p>\n<p>The partnership is effective immediately, providing contact centres with the <strong><b>visibility, structure, and real-time insights they need to develop high-performing teams.<\/b><\/strong><\/p>\n<p><a href=\"https:\/\/www.globenewswire.com\/Tracker?data=W-3LrVLfJY8AVWub_GTeoC3HLFyC9Z1HkdV5rCTXBZr36VROlnrZH5a2cIKi5FxP22_CnM-9OUyNhXH2bZUPLs6xLDs3x1py6UJylce02rtXdOGDbQ7qwiE1krvkcA3ROWLmZZfC_tMNuC9AAN3-3-UgcNJUPpz7qW_zB6Dgt2nSCMGhvnfE_vEDav6OrbwKEgjP32d6RCZsYgZyV0WYtbES1I0tE5h-mvMw9hblmFjpzwbFM2QgzBZ-CBI1uX_7IiOsXltdvoKVi_pWvfdbcQ==\" rel=\"nofollow\" target=\"_blank\" title=\"\">https:\/\/gristconsulting.com.au\/blog\/grist-yaktrak-a-new-era-of-coaching-and-compliance<\/a><\/p>\n<p><strong><b>Executives from GRIST and YakTrak are available for interviews to discuss how this transformation is shaping the future of contact centre leadership.<\/b><\/strong><\/p>\n<p>Source: <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=W-3LrVLfJY8AVWub_GTeoI-FQZ7KrFofP7zM3K71AxoEhW8Gc5gzIXPJ_zID-pXACkOq_DBpIZGLIiqi9uF5VaCy07rKUutFi-Dit6FQi0XLQIFWmW36lsWcqRc9oFeDE22akXvtKlpKIapY8iEvDAQZFV3feRfrTvcGENPKZV7ILGou_8JeoyIysYxECCBvg54HMqMDkrEYt7kn9dwNgKP4qm_7a9Nq2-5coS8uE3GzCsCEux1uAxNPG8SSzSyHvyvxhU-X8xnREXWD3mjEvc9VkT6JsfoWRH8uN_DlTgGi_efcb9os1FKpLV5oPPDgVl-zzUXVBAi2encsPjiASfLzuHb6u2ZZzet7y11Ff4Q=\" rel=\"nofollow\" target=\"_blank\" title=\"\">https:\/\/thenewsfront.com\/faster-smarter-pathways-to-people-development-compliance-leadership-excellence-in-contact-centres\/<\/a><\/p>\n<pre>CONTACT: GRIST &amp; YakTrak\r\n\r\n+61 499 010 105\r\n\r\nhttps:\/\/gristconsulting.com.au\/<\/pre>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/ml.globenewswire.com\/media\/N2Y1MDRlYTQtZTJjNC00NjcyLTkxNWEtMmU0MWU4NDRiYzQ0LTUwMDEzMjgwNA==\/tiny\/GRIST-YakTrak.png\" referrerpolicy=\"no-referrer-when-downgrade\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Melbourne, Australia, Feb. 18, 2025 (GLOBE NEWSWIRE) &#8212; Contact centre leaders are being asked to do more than ever: reduce churn, improve compliance, and coach their teams to deliver amazing customer experiences and organisational results; all while navigating complex, highly regulated environments. Now, leaders have a structured, smarter way to drive real change. GRIST Consulting, [&#8230;]\n","protected":false},"author":1,"featured_media":64797,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-64796","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-people"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v21.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Faster, Smarter Pathways to People Development, Compliance &amp; Leadership Excellence in Contact Centres - Biz and Live in Saigon<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/english.saigonbiz.com\/vn\/faster-smarter-pathways-to-people-development-compliance-leadership-excellence-in-contact-centres\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Faster, Smarter Pathways to People Development, Compliance &amp; 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