Contact centres are evolving. Automation and AI are taking over simple, transactional tasks, leaving frontline teams to handle more complex, high-value customer interactions. To stay ahead, contact centres must rapidly develop their people’s capability—not just through one-off training but through structured, continuous learning built into daily workflows.

YakTrak + GRIST are enabling this shift.

The problem: learning gaps that hold teams back

In many contact centres, learning is sporadic, inconsistent, or disconnected from real performance data. Leaders and frontline employees are left reacting to performance challenges instead of developing the right skills before issues arise.

“If you leave an organisation alone, it defaults to leaders managing tasks, not coaching people. It takes a deliberate effort to build a learning culture that sticks.” – Peter Grist, YakTrak + GRIST Managing Director

Without structured, measurable development, performance dips, customer experience suffers, and employees struggle to keep up with evolving expectations.

The shift: smarter learning, measurable growth

The most successful contact centres don’t just train their teams—they track, refine, and reinforce learning over time to ensure skills translate into real-world impact. YakTrak provides the framework to make this happen.

YakTrak’s structured approach ensures:

• Learning is embedded into daily operations, not just periodic training sessions.
• Development efforts are measurable, ensuring skills improve over time.
• Coaching and performance tracking are integrated, so leaders can see the direct impact of learning interventions.

Now: YakTrak gives leaders real-time insights into who is improving, where gaps exist, and what’s working, ensuring capability growth is strategic and scalable.

Future: AI-powered insights will predict skills gaps and recommend personalised coaching and learning interventions before performance dips.

The impact: when learning becomes a competitive advantage

When learning is continuous, structured, and trackable, the results speak for themselves:

• At one of our major Australian energy provider clients, a 40% increase in structured development efforts led to a 15% improvement in FCR—demonstrating how smarter learning drives better customer outcomes.
• Leaders using YakTrak’s performance tracking tools saw faster skill development, increased employee engagement, and improved QA outcomes.

For contact centres, this isn’t about more training—it’s about smarter, data-driven capability building that ensures teams are always prepared for the next challenge.

The future of contact centre performance

The best-performing contact centres aren’t just measuring efficiency—they’re investing in structured learning that builds long-term capability. YakTrak + GRIST make this shift seamless, scalable, and measurable.

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