The GRIST and Auscontact 2024 Excellence Awards webinar showcased actionable strategies for achieving excellence in customer service and sales. Featuring insights from award winners nib Travel and NobleOak Insurance, the session explored the impact of small, observable actions that transform routine conversations into memorable interactions. From bookending calls with strong openings and thoughtful farewells to providing tailored solutions and confidently asking for the sale, the webinar highlighted how intentional behaviours drive customer satisfaction and business success. With a focus on leadership, empowerment, and the value of partnerships, this session offered practical takeaways for any contact centre striving for excellence.

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, ​what the finalist did well, ​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 NobleOak Insurance and nib Group Travel to get a peak behind the curtain.

Two learning and development powerhouses came together for an event that marked the start of an exciting new chapter. From inspiring discussions and AI-driven insights to celebrating 20 years of leadership excellence, this conference was just the beginning of redefining what’s possible.

Being coachable and adaptable are critical skills for career success. But what does 'being coachable' really mean?
Coachability is the ability to embrace feedback, learn from it, and apply it to grow. Coachable individuals seek out feedback, adapt their behavior, and continuously strive to enhance their skills. This trait not only fosters personal development but also contributes to a more dynamic and successful work environment.
Here are some tips on how YOU can boost your Coachability.

Customer-facing roles have a unique opportunity to make a difference in the lives of those facing financial hardship. By treating all customers with dignity and compassion, we can play a small part in mitigating the psychological distress that many Australians may be experiencing now.

GRIST anticipates substantial benefits from integrating AI into our offerings and we want to practice what we preach, so we’re going to be our own case study!

We’re looking to the future, focusing on how AI can revolutionise our business, and our round table discussions and activities sparked a lot of excitement and curiosity about potential.

The ‘Little Big Experiment’ (LBE), Enhancing Operations, is aimed at fostering excitement and building confidence amongst the GRIST team about AI’s potential to enhance internal operations. We aim to use AI to tailor internal processes from ideation to execution and reflection.

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.