An australian energy provider’s regional contact centre faced inconsistent coaching and low leader confidence in a highly regulated environment. YakTrak + GRIST introduced a structured coaching rhythm grounded in behavioural science, starting with one high-impact micro-behaviour: delivering a strong statement of assistance. The result? Measurable improvements in NPS, reduced AHT, and growing confidence in leaders. By linking behaviour to outcomes, the program transformed leadership from reactive to proactive, creating a culture where agents and leaders clearly understood what ‘good’ looked like.

An australian energy provider’s regional contact centre faced inconsistent coaching and low leader confidence in a highly regulated environment. YakTrak + GRIST introduced a structured coaching rhythm grounded in behavioural science, starting with one high-impact micro-behaviour: delivering a strong statement of assistance. The result? Measurable improvements in NPS, reduced AHT, and growing confidence in leaders. By linking behaviour to outcomes, the program transformed leadership from reactive to proactive, creating a culture where agents and leaders clearly understood what ‘good’ looked like.

A major health funds LBE Management Development Program transforms leadership capabilities by empowering managers to design and implement innovative "little-big experiments." This dynamic initiative aligns with strategic objectives, enhances stakeholder relationships, and elevates customer experiences.