Faster, smarter pathways to performance - powered by YakTrak + GRIST

Mar 25

The challenge

Leaders were coaching without consistent structure in a highly regulated environment, and scripted conversations left agents lacking confidence to hold natural, human conversations.

YakTrak created a solution that

Combined YakTrak’s structured coaching rhythm with GRIST’s psychological microbehaviour model
Introduced an express ACDC coaching approach with seven foundational behaviours to prevent leader overload
Embedded micro‑behaviours starting with “Strong statement of assistance” to create early belief and measurable behaviour change
Provided visibility into coaching activity, micro‑behaviour adoption, and operating rhythm adherence

The results

Some agents achieved NPS lifts of up to +40 from a single micro-behaviour
AHT reduced alongside stronger call openings and more confident conversations
Leaders gained confidence by shifting from reactive troubleshooting to proactive, behaviour‑led coaching
Consistent YakTrak rhythm correlated with strongest performance improvements (NPS, repeat call rate) across July–December
Senior leaders gained clear visibility of coaching activity and behavioural impact

What this shows

Structured rhythms plus targeted micro behaviours deliver fast, measurable performance improvements.

Client perspective

"YakTrak gave leaders a finger on the pulse - clear data on what was being coaching, where it was working, and what to focus on next"

Client
Australian energy provider – regional contact centre

Program design

Duration: 10 months (Feb–Nov 2024), including a separate hardship diagnostic in Oct 2023
Participants: ~250 total (230 frontline agents, ~15 team leaders, 2 department leaders)
Format: Engage → Design → Deliver & Sustain
Coaching structure: 2x2x2 model (focus on 2 agents, coach twice weekly, target +2 NPS lift)

Kate Goldby

With a knack for turning complexity into clarity, Kate crafts marketing that connects. Kate has spent years honing her ability to pick up on the most nuanced conversation behaviours. Known for her calm clarity and sharp eye for a good idea, she is often the go-to when something needs to be said well—and said fast.