Auscontact Excellence Awards 2024

In our recent insights webinar with Auscontact, we explored what sets the top sales and service contact centres apart.

Through the 2024 Excellence Awards, we uncovered the key conversation behaviours that elevate customer experience, along with trends and best practices from this year’s finalists.
We also heard directly from winners like NobleOak Insurance and nib Group Travel about the strategies that helped them achieve success.

If you’re looking to improve your team’s customer conversations, this is a must-watch. From creating strong first impressions to delivering tailored solutions, the small, thoughtful actions made by top-performing teams have a big impact.
Want to bring these insights to your own team? Watch the full webinar, download the insights report with an interactive action plan or read our insights blog to start putting these strategies into practice today.

• Watch insights webinar

• Download insights report

• Read insights blog

Mastering call centre quality assurance

This month, we’re focusing on Quality Assurance (QA) in call centres. QA is more than just a compliance checklist—it’s the foundation of a high-performing team. By embedding QA into your culture, you can enhance customer experiences, drive agent growth, and turn every call into an opportunity to improve. With customer expectations on the rise, a compliance-only approach won’t cut it. What’s needed is a coaching-driven QA strategy that builds skills like empathy, problem-solving, and active listening.

Is your QA program fostering agent growth, or just ticking boxes?

Our latest blogs show how to create a QA framework that goes beyond metrics like FCR and CSAT, linking those insights to coaching and development. Discover strategies and metrics that will help you build a QA program that supports both agents and customers.

1.  The foundation of call centre success: why quality assurance matters more than ever

2. From compliance to coaching: how to transform your QA approach

Reflecting on 2024: A Year of Transformation and Gratitude

🎄To all those that we had the pleasure of crossing paths with in 2024, thank you for your support and encouragement.
2024 has been a year of transformation for many of our clients as it has been for GRIST and YakTrak. The unification of our two businesses means we have a singular vision on helping our clients build smarter, faster learning and development pathways that inspire engagement and performance.

2025 will be a year filled with new products and approaches that will help our clients harness the power of AI and build more engaged and capable workforces.

From all of us at YakTrak and GRIST we wish you a very merry Christmas and a Happy New Year. 🎉

Peter Grist

GRIST’s offices will be closed from Friday 20th December 2024, reopening on Monday 6th January 2025