Faster
Smarter

Pathways

YakTrak is a performance enablement platform and consulting service. By combining technology and behavioural science we create faster, smarter development pathways so your people excel at work.

Let’s take care of

what’s holding you back

Moving metrics

We can’t see our development effort turning into results

Our training is not leading to application. Lack of visibility of changing behaviours and coaching means leaders are flying blind, deliberate practice fades, and the metrics that matter don't move.

Customer conversations

Interactions with our customers are inconsitent

Technology and AI are increasingly handling routine customer interactions - leaving our frontline teams with the complex, high-stakes moments that matter. One misstep can erode trust, increase compliance risk and impact retention and conversion.

Developing others

We aren’t building capability fast enough

Reporting, compliance and fire-fighting steal leader time. Coaching slips, capability stalls and performance gaps aren't noticed until results are at risk.

QA & compliance

Detecting issues is easier, resolving them is hard

Technology is making detecting quality issues easier. Without remediation workflows, accountability and defensible audit trails issues repeat and regulators get nervous.

Closed loop QA workflows
Defensible compliance system
AI enhanced 100% QA
Continuous learning system
AI enhanced development
Data into coaching insight
Embed and sustain change
Build capability, drive performance
Translate learning into application
Connect capability and performance
Automated leader workflows
Measured behaviour change
Behaviour-to-metric reporting
ISO-accredited controls
Grounded in behavioural psychology
Performance-based development
Learning pathways with ROI
Faster pathways, smarter development
Real-world leadership application

SaaS platform + Consulting services. One performance engine.

YakTrak consulting defines the behaviours that drive performance and builds capability programs. YakTrak’s SaaS platform ensures capability is developed, daily. Together, they make change stick at scale

Platform

Faster, smarter performance pathways

YakTrak's SaaS Platform integrates capability development activity into daily operations, ensuring behavioural frameworks and training translate into real world application that drives performance.

Make leadership, development and compliance rhythms visible in daily work: priorities set, coaching and practice happening, actions owned, closure recorded.

Live adoption data on cadence, priority-behaviour alignment, goal quality and sign-offs builds defensible audit trails and guides early, targeted support for faster results.

Consistent templates and shared workflows, with local autonomy—bring functions together with clear lines of sight and accountable execution across sites. ISO 27001, SSO, role-based access and APIs for enterprise integration.

Consulting

Faster, smarter development pathways

YakTrak Consulting, backed by 35+ years of GRIST experience, build bespoke capability development programs that embed the behaviours that impact performance into the DNA of your business.

We translate your performance objectives into micro-behavioural frameworks that enable leaders and teams to identify the root cause of performance issues, develop incrementally on the job and see the connection between behaviours and results.

We design capability develop programs that are tailored to your specific context and needs, resonate with your teams and provide tools and techniques that can be applied immediately.

We’ll align leaders from frontline to executive with clear roles (behaviours, frequency, quality) and practical routines to support the change so adoption accelerates and results arrive sooner across all sites.

Not sure where to start?

Answer these quick questions to find your best first step.

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Our team of experts

From strategy to daily habits, our consultants translate ideas into action. Meet them and explore work that shifted key metrics.

Caitlin Ziegler

Head of Design & Product

Caitlin designs with creativity and care. She turns complex needs into clear, usable product that makes coaching and QA easier for leaders and teams.

See how Caitlin used purposeful experimentation to lift AI use and productivity.

Mimi Wong

Senior Partner - Consultant

Mimi’s superpower is turning complex ideas into stories people remember. She builds confidence fast, so new skills show up in real conversations and customers feel the difference.

Discover how Mimi helped cut repeat calls and AHT at a leading Australian bank.

Mike Dunn

Director - Consultant

Known for energetic, inclusive facilitation, Mike makes change contagious. He designs simple operating rhythms that turn goals and coaching into measurable habits, so teams improve week by week.

Watch Mike unpack mindset's impact on performance.

Peter Grist

Managing Director

A visionary innovator who makes ideas usable. Peter blends behavioural science and tech into simple operating rhythms, so teams act fast and results move in weeks.

Discover Peter’s practical innovation: YakTrak + Amazon Connect Contact Lens - turn detection into resolution.

Deb Merkenhof

Senior Partner - Consultant

Deb goes above and beyond. Never satisfied with anything but exceptional, she turns complex programs into simple habits teams repeat, lifting confidence, consistency and customer outcomes.

Discover how Deb helped a health insurer become the #1 sales contact centre.

David McQueen

Head of Sales & Marketing

Engaging, supportive and challenging, David’s facilitation helps people push themselves. He builds simple rhythms and feedback loops so new behaviours stick and performance lifts.

David’s facilitation playbook: micro-behaviours, behavioural psychology, operating rhythm.

Stacey Makshakova

Insights & Innovation Manager

Stacey turns research into clear next moves. She blends curiosity with rigour to find the behavioural levers that lift customer and team outcomes.

See how Stacey turns insight into action.

Inga Fellows

Senior Partner - Consultant

Inga brings calm curiosity. She makes tough conversations safe, stretches thinking, and turns debate into small, repeatable behaviours leaders can coach tomorrow.

Discover how Inga helped add $951m FUM at a major super fund.

Brad Thomas

Head of Customer Success

Brad empowers teams to coach well, often and with purpose, translating objectives into simple habits that unlock potential and move the metrics that matter.

Unlock potential with purposeful coaching at scale.

Jess Aghdam

Senior Partner - Consultant

Grounded in psychology, Jess understands the why. She connects input to output with kind, challenging coaching that builds confidence, consistency and measurable results.

From why to what to results—Jess’s consulting approach.

Sean Francis

Senior Partner - Consultant

Sean designs learning that sticks. He blends enthusiasm with accountability, turning change programs into everyday habits that lift confidence, consistency and customer outcomes.

See how Sean helped build confident leaders with a simple YakTrak rhythm.

Jasmin Hughes

Strategic Learning Designer

Jasmin designs learning that changes how people work. She distils complexity into simple, practical tools and structured experiences so new behaviours stick and teams apply what they learn straight away.

See how learning becomes behaviour change.

Kate Goldby

Senior Marketing Manager
& Senior Behavioural Analyst

Kate connects dots others miss. She pairs behavioural analytics with clear storytelling to help leaders coach what matters.

See Kate’s blend of data and design in action.

Martin Murphy

Project Manager

Marty makes complicated projects easy. He sets clear rhythms and removes noise so the right work happens at the right time.

How Marty turns plans into progress.

Lucy Negro

Operations Manager

Lucy keeps complex programs calm and moving. She builds simple, reliable workflows so facilitators and clients can focus on outcomes.

See how Lucy makes delivery seamless.

Daniel Mattingley

Head of Development

Dan pairs technical excellence with collaborative leadership, shaping YakTrak’s architecture so coaching, data and compliance workflows are clearer, more measurable, and easy to use.

Explore the platform Dan helps shape.

Jayshree Matam

Customer Success Manager

Methodical and diligent, Jayshree builds smooth, transparent experiences. She supports adoption with structure, calm thinking and fast follow-through solving problems quickly so teams get answers and momentum without the wait.

See how Jayshree helps Improve customer outcomes.

Kirk Beard

Senior Developer

Kirk turns complex requirements into clean, reliable products. A full-stack developer, he builds fast, intuitive experiences that feel simple for users and solid for teams.

Explore the platform experience.

Lisa Farrugia

Chief Financial Officer

For a qualified psychologist, Lisa has an astounding passion for numbers! Her budgetary forecasts and critical thinking inform all our business decisions. Her consistent focus on the accuracy and transparency of financial data provides a significant level of both comfort and clarity within YakTrack.

Jane Andrews

Senior Design Consultant

Jane is YakTrak’s creative spark. With an eye for design, an intuitive approach to problem-solving and a client-centric mindset, Jane can always be relied on to get the job done, in a seemingly effortless way.

When leaders coach the right moments, metrics follow.

Our results prove small, consistent changes add up to measurable gains. Explore the shifts and decide where YakTrak could move your numbers first.

15%

increase in sales
conversion

Large Energy Provider

x2

customer loyalty
growth

Large Australian Retailer

+5%

service enablement
index

Major Australian Bank

14%

uplift in staff
engagement

Major Australian Energy Provider

Frequently
asked questions

Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.

Performance enablement is a system for operationalising people development in daily work. It turns what "great" looks like into observable micro-behaviours, runs a simple cadence (weekly/fortnightly/monthly) to practise and coach them, and captures early indicators and evidence so leaders can steer and scale with confidence.

A SaaS + AI system that embeds development in the flow of work. It makes "great" observable, coordinates practice and coaching on a flexible cadence, and converts activity into leading indicators and audit-ready evidence. Built for doing, not just rating or hosting content.

LMS hosts content; BI visualises results. A performance enablement platform connects learning to execution: turns everyday work into measurable development, closes QA remediation loops and proves behaviour change against metrics. Built for doing, not just rating or hosting content.

Coaching micro behaviours such as listening, questioning and call structure helps shift metrics like AHT, FCR, NPS, conversion, retention and compliance. A single system connects QA insights, coaching activity and capability trends, making uplift more visible and repeatable.

YakTrak sits alongside your stack (LMS, QA/analytics, CRM, BI). We embed prompts, practice and follow-through in tools people already use—reducing admin and accelerating adoption. Enterprise fit includes SSO (SAML/OIDC), role-based access, SCIM provisioning and APIs.

Not always.

Start with Platform if behaviours/frameworks are defined and you need execution, visibility and evidence.

Start with Consulting if "what great looks like" needs clarifying or your context requires bespoke design.

Choose Both for the fastest path in complex rollouts.

Within 30-60 days, most clients see cadence running, goal-quality lift, participation and owned closures—the early indicators that predict results. As application becomes consistent, KPIs follow. You'll also have evidence that work is happening across teams and sites.

The journey to faster, smarter pathways

The science and techniques we use today didn’t arrive overnight. We tested, kept what worked, and dropped what didn’t: clear behaviours, simple rhythms, proof of progress. Want to explore the path we took to get there?

Latest reads

Explore new insights in blogs, case studies, news with actions to lift CX, sales, compliance and coaching cadence each week.

Case study

Embedding a leadership program with EnergyAustralia

EnergyAustralia partnered with YakTrak and GRIST Consulting to embed a consistent leadership and conversation framework across frontline teams. Supported by the YakTrak platform, the program contributed to 9% higher customer satisfaction, 13% higher employee engagement and 13% higher sales conversion.
5/20/2026
1
min read
Case study

Purposeful experimentation resulted in $951M of Funds Under Management for this Super Fund

Using the Little Big Experiment© and a micro-behavioural conversation framework, the fund shifted member conversations from transactional to proactive and value-adding. The program contributed to $951.5m in FUM roll-in and 10,566 members taking action.
5/19/2026
1
min read
Case study

Increasing customer satisfaction at Origin Energy

Origin Energy used a three-month A/B proof of concept to compare YakTrak platform users with non-users across retail and contact centre teams. The user group achieved a 41% increase in NPS and a 13.75% increase in sales output.
5/18/2026
2
min read
Case study

Rolling out a coaching program at Bupa

Bupa trialled the YakTrak platform in two underperforming regions to improve visibility of coaching activity and quality. During the trial, coaching increased by 131%, coaching quality improved by 73%, and both regions moved from below target to above target.
5/16/2026
1
min read
Case study

Roadside Assistance

After completing a proactive coaching culture program, the client used the YakTrak platform to strengthen coaching cadence, visibility and leader accountability across branches. Over three months, the YakTrak group improved employee engagement by 65%, while the control group showed no change.
5/15/2026
1
min read
Case study

Building leaders of the future at VicRoads

VicRoads used Tactical Leadership and ACDC Online Coaching to strengthen leadership fundamentals across 138 people leaders. The six-month program increased weekly coaching conversations by 37%, lifted coaching confidence and helped establish a more consistent leadership baseline across frontline and corporate teams.
5/15/2026
1
min read
Blog

Creating an effective operating rhythm: the best practices for success

Operating rhythms give contact centre leaders a practical way to turn daily activity into focused performance improvement. This article explores how huddles, coaching, feedback loops and reviews can build consistency, engagement and clearer links between leadership actions and results.
5/20/2026
12
min read
Blog

Mastering call centre quality assurance: your ultimate guide to success

Quality assurance creates more value when it connects insights to coaching and behaviour change. This article explores QA frameworks, key metrics, quality control, compliance and structured workflows that help contact centres turn findings into clearer, more consistent customer outcomes.
5/19/2026
6
min read
Blog

Behavioural analytics that show what moves AHT, FCR and NPS

Behavioural analytics gives leaders a clearer view of what to coach, not just what changed. This article explores adoption, quality, application rate, verification and leader cadence, and how these measures connect coaching activity to AHT, FCR and NPS.
5/18/2026
5
min read
Blog

ACDC coaching: a simple system leaders can use every week

ACDC coaching helps leaders turn vague coaching conversations into clear practice commitments. This article explores how micro-behaviours, operating rhythms, goal quality and evidence capture make coaching more consistent, measurable and easier to run every week.
5/17/2026
5
min read
Blog

Coaching vs mentoring: what frontline leaders need to know

Coaching and mentoring work best when leaders use each for the right purpose. This article explains how ACDC coaching, micro-behaviours and weekly rhythms help contact centre leaders improve performance without losing sight of longer-term development.
5/16/2026
5
min read
Blog

Compliance in contact centres: from periodic checks to a system of application

Compliance is easier to sustain when leaders can see, coach and evidence risk-critical behaviours every week. This article explores how micro-behaviours, ACDC coaching and closed-loop remediation help contact centres move from periodic checks to verified action.
5/15/2026
5
min read
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Ready to move from ideas to results?

Book a quick demo to see workflows, or talk with a consultant to discuss your challenges. We’ll tailor the pathway.