For decades, contact centres have relied on QA and coaching to improve performance. But despite heavy investment in these areas, many centres still struggle with bridging the gap between the two.

GRIST's experience shows that treating QA and coaching as separate functions means frontline teams often receive performance scores without structured development.

As Peter Grist noted, "Coaching needs to be the bridge between QA and real performance improvement." This highlights how QA has traditionally been treated as a compliance function rather than a development enabler.

YakTrak + GRIST are changing that.

Have you ever walked out of a coaching session wondering if it actually made a difference? Many contact centre leaders think they’re coaching, but what if they’re just giving feedback?

Coaching is one of the most powerful tools a contact centre leader has to improve performance, yet in many organisations, it’s inconsistent, ineffective, or treated as an afterthought.

The problem? Many leaders think they are coaching when they’re actually just giving feedback or managing day-to-day performance. Without structured, high-quality coaching, frontline teams struggle to develop the skills they need to handle increasingly complex customer interactions.

YakTrak + GRIST are fixing this.

What’s on your dashboard today? FCR? CSAT? AHT? For many contact centre leaders, these metrics are more than numbers—they’re the pulse of your operations, shaping every decision, every huddle, and every strategy session. The relentless pressure to keep these metrics in the green often leaves teams in a constant state of reaction. But ask yourself: are your teams truly in control, or are they stuck in a cycle of firefighting?

Quality Assurance (QA) is supposed to drive better customer experiences, help leaders coach effectively, and identify risks. But in many organisations, QA is outdated, inconsistent, and too often disconnected from meaningful performance improvement.

The problem? Most QA processes rely on small sample sizes, subjective evaluations, and compliance-driven checklists rather than focusing on agent capability and behavioural development.

YakTrak + GRIST are fixing this.

A strong operating rhythm (OR) is the heartbeat of leadership—a structured cadence of huddles, coaching, feedback, and reviews that keeps teams aligned and engaged. Without it, contact centres fall into reactive cycles of high turnover and inconsistent performance. An effective OR brings clarity, consistency, and focus, driving real results. As YakTrak’s Caitlin Ziegler says, “With disciplined focus, an OR becomes the backbone of a high-performing contact centre.” What rhythms are shaping your team today?

Contact centres have long been measured by efficiency—how quickly agents resolve calls, how accurately they follow scripts, and how well they adhere to workflows. But the future of contact centres isn’t about managing tasks; it’s about developing capability through structured leadership and behavioural change. As customer interactions become more complex, leaders must enable their teams to handle high-value conversations by embedding learning into daily operations and reinforcing the right behaviours.

GRIST + YakTrak are enabling this shift.

An operating rhythm creates stability in fast-moving contact centres, aligning daily actions with long-term goals. For nib’s contact centre leaders, maintaining this rhythm was critical as they adapted to virtual work. With structured coaching sessions, short high-impact interactions, and unified priorities, they kept teams focused and engaged despite uncertainty. GRIST’s behavioural insights and YakTrak’s tracking tools provided the visibility needed to sustain performance. The result? Faster skill development, stronger alignment, and consistent results. nib’s story proves that a purposeful operating rhythm isn’t just a process—it’s the foundation for resilience, engagement, and success in dynamic environments.

Metrics like FCR, CSAT, and AHT are essential in measuring performance, but do they tell the whole story? While these metrics provide insights into outcomes, they often miss the underlying factors that drive results. Operating rhythms—consistent patterns of coaching, feedback, and communication—are the key to filling this gap. In this blog, we explore how establishing a predictable operating rhythm can improve performance, boost employee engagement, and drive better results, turning metrics into actionable insights for long-term success.

In contact centres, traditional metrics like FCR, CSAT, and AHT dominate dashboards, but they often miss the key drivers behind performance. To unlock meaningful improvements, leaders must also measure behavioural and operating rhythm metrics. These include leadership operating rhythm (Yaktivity), goal quality, goal completion rate, and coaching quality. By tracking these inputs, leaders gain actionable insights that drive long-term performance, enhance agent engagement, and improve customer experiences. Discover how focusing on the right metrics can transform your contact centre's results.

Explore how new behavioural and operating rhythm metrics are transforming contact centre performance. Traditional metrics like FCR, CSAT, and AHT provide valuable insights, but they often fail to highlight the actions and behaviours driving results. By introducing metrics like Yaktivity, Goal Quality, and Coaching Quality, leaders gain actionable insights into the steps that lead to sustainable improvement. This approach empowers leaders to create smarter, faster pathways to success, balancing performance across key metrics while fostering a culture of growth and accountability.

AI is transforming contact centres by reducing turnover, increasing engagement, and boosting productivity. By automating tasks, offering real-time feedback, and personalising development pathways, AI empowers leaders to focus on building high-performing teams. This blog explores how AI reshapes employee engagement and retention, turning challenges into opportunities and offering smarter, faster pathways for success.

Engagement, retention, and results are key to contact centre success. Engaged employees stay, contribute, and perform better, while retention reduces turnover and strengthens team culture. This guide explores leadership behaviours that foster engagement, the psychology behind retention, and practical coaching tools to improve performance. Learn how AI-powered insights can enhance coaching and drive measurable results in your contact centre.

Effective leadership drives employee engagement, retention, and results by creating trust, loyalty, and satisfaction. Thoughtful AI adoption reduces complexity, enabling employees to focus on higher-value tasks, boosting productivity and well-being. Regular feedback cycles ensure engagement strategies remain impactful, helping to sustain motivation and improve team performance, ultimately enhancing retention and outcomes.

Many call centres have relied on a compliance-first approach to quality assurance (QA), focusing on rules and regulations. However, as customer expectations evolve, it’s becoming clear that compliance alone doesn’t create exceptional customer experiences. That’s where a coaching-driven QA approach comes in—a method that encourages agents to build on their strengths, address skill gaps, and truly connect with customers.

Quality assurance isn’t just about ticking boxes—it’s the backbone of a high-performing call centre. Learn how to embed QA into your culture, enhance customer experiences, and drive agent growth with proven strategies and metrics that matter.