Earlier this month, GRIST went on an organisation-wide conference at the stunning Blue Mountains (Ngurra country).
As well as an opportunity for the whole team to enjoy some rare face-to-face time, there was strong focus on strengthening our facilitation skills and embracing AI technology for improved client outcomes.

In a recent chat, with GRIST MD, Peter GRIST and our resident AI expert Stacey Makshakova, we explored how GRIST is embracing this challenge head-on by integrating artificial intelligence (AI) into their learning and development (L&D) processes.

In this webinar we introduce GRIST’s newest team member, BON, the coachbot. BON is GRIST’s very first AI tool and we have just launched beta phase. This is your invitation to join us as an early adopter and be among the first to experience the transformative power of BON, the GRIST coachbot. This webinar will give you a bit of context and share the journey that led to BON’s creation, how it works, and discuss potential applications.

In the world of contact centres, compliance is crucial for protecting customer data, maintaining reputation, and earning trust. Despite challenges like remote work and evolving regulations, contact centres can ensure compliance through strategies like regular audits, technology deployment, and ongoing agent training. GRIST offers a unique approach, focusing on behavioural assessments and leadership coaching to embed compliance as a core value. By integrating compliance seamlessly into interactions, contact centres can excel in meeting standards and setting new benchmarks.

At the 2023 Auscontact National Awards, GRIST assessed and presented two excellence awards to recognise customer-centric behaviours demonstrated by consultants in service and sales contact centres. These two award were based on evaluations of real customer calls by our expert behavioural analysts. We ran a webinar in November where we unpacked all the insights – which you can watch here – but have also summarised some of our key findings and overall trends below.

Back in December we revisited some of our highlights from our 2023 coaching masterclasses in one mega webinar – you can watch it here if you missed it. As we look ahead to 2024, we thought we’d revisit some key themes Leveraging the Seinfeld strategy, Back-of-house coaching, Mindset, Coaching skills and Future skills, to help you set your coaching intentions for 2024.

On this webinar, the GRIST team wrapped our online Masterclasses for 2023 with a supersized finale!

A galaxy of GRIST experts discussed Future skills, mindset, skills acquisition, consulting skills, back-of-house coaching and more in a wrap up of some our most popular webinars from throughout the year.

On this webinar, the GRIST team unpacked which conversation behaviours will have the most impact on your customers, what behaviours to celebrate and what you can take back to your team to action better customer experience today. They looked at some overall trends, Best Practice awards, and of course highlighted what our #1 Sales and Service contact centres were doing to stand apart from the rest. We were also joined by our excited and proud winners from nib Group Health to get a peak behind the curtain.

Australia and New Zealand face significant demographic shifts in their workforce, with an aging population and a smaller pool of young talent for recruitment. To meet this challenge, organizations must invest in L&D for upskilling and reskilling, as traditional approaches may fall short. The role of Learning and Development (L&D) is now more crucial than ever, determining an organization's relevance in the evolving job market. To maximize the strategic value of learning, L&D needs to evolve from reactive order-takers to proactive, influential leaders. The Trusted Advisor model offers a framework for L&D to develop the necessary skill sets and address these evolving needs.