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.

Call center quality assurance is more than tracking metrics—it’s about shaping exceptional customer experiences. By aligning agent performance with structured QA frameworks, businesses foster continuous improvement. This proactive approach balances compliance, coaching, and customer engagement, ensuring operational consistency, regulatory adherence, and lasting satisfaction. Learn how mastering QA drives success across every touchpoint.

Leadership agility is crucial for success in unpredictable environments. Our blog explores practical pathways to developing adaptive leaders by encouraging self-awareness, purposeful experimentation, curiosity, and collaboration. Learn how organizations can cultivate these skills and integrate them into daily workflows to build resilient teams and achieve long-term success

Unlocking the secrets of leadership agility all starts with understanding key behaviours like self-awareness, adaptability, and emotional intelligence. At GRIST, we break these concepts down into actionable steps that leaders can practice. By embracing incremental improvements and dedicated practice, you can enhance your ability to navigate today’s unpredictable environments.