Better pathways for leadership development

Think about the last time you faced an unexpected change at work - how did you respond? Leaders must be ready to pivot at a moment’s notice, guiding their teams through these unpredictable scenarios.
Unlocking the secrets of leadership agility all starts with understanding key behaviours like self-awareness, adaptability, and emotional intelligence.

Read more about how we at GRIST, we break these concepts down into actionable steps that leaders can practice in our latest blog. By embracing incremental improvements and dedicated practice, you can enhance your ability to navigate today’s unpredictable environments.
Read more here

Unlocking leadership agility

Change is constant, but not every leader is ready for it.
Discover how to develop leadership agility—the key to thriving in today’s unpredictable world. Dive into practical tips and real-world examples that show how small shifts can create big impact. Ready to lead with agility? 
Explore the pathways to success here

Auscontact Excellence Awards 2024

Can you believe it's almost time for the National Auscontact Awards again?!

Australia's contact centre finest will be frocking up and heading to Brisbane on 15th of November, and we can't wait to announce the winners of the Service Excellence and Top Sales Awards!

These two awards are based on calls submitted and assessed by our expert analysts, who scrutinise every call for demonstrations of excellent customer service and sales practices. 

And we'll be sharing all the insights on the data we collect through this process: come and get lost in a wonderful world of data when we'll debrief the awards and the winners in conjunction with Auscontact. Register here for the December 3rd 2024 online event.

Want to see what it's all about? Watch last year's webinar and download all the insights here.

Metrics that Matter: How to be an NPS star

Improving NPS is all about building loyalty by creating positive customer experiences. But here’s something to keep in mind: customers don’t remember every detail of the conversation. Instead, they focus on two key moments—the beginning and how the call ends. This is known as the Peak-End Rule. By making these moments stand out, you can leave a lasting impression and improve your NPS. Let’s explore a couple of tips to help you create memorable interactions that boost customer loyalty.

💡Tip 1: Make a Strong Statement of Assistance
After hearing the customer’s enquiry, assure them that you will handle it by using phrases like “I will absolutely help you with that” or “I’ll definitely take care of this for you.” Using strong, personal language at the start of the conversation sets a positive tone and demonstrates your commitment to finding a solution, which can significantly improve NPS.

💡Tip 2: Confirm Satisfaction Before Ending the Call
Take a moment to confirm that the customer is happy with the solution and the way you’ve handled their issue. This not only gives them a chance to acknowledge a positive experience but also opens the door for them to ask any final questions. A simple “Does this solve your issue?” or “Are you happy with how we’ve handled this today?” can ensure clarity and boost NPS by reinforcing a positive ending.

📢 Ready to boost your NPS? Start your next call with confidence, and see the difference in how customers respond!
Every Tuesday at 10am, we'll be posting tips on how you can shift the Metrics that Matter. Follow our GRIST Linked In page and hit the bell to get notified about our Tuesday Tips.