Employee coaching that sticks and scales
Coaching happens in most contact centres, but the rhythm breaks and progress is hard to prove. ACDC, clear goal quality and a weekly cadence give leaders structure with visibility, transparency and accountability. YakTrak turns that into daily practice so coaching stays consistent, repeatable and linked to outcomes.
Start simple. Coach well. Prove it. We help GM Ops make coaching consistent across leaders, sites and vendors by pairing GRIST’s method with the YakTrak platform so coaching becomes part of daily work, not a once-a-month meeting.
The problem in a GM’s words
Coaching happens, but not consistently. Sessions drift, notes get lost, and goals are vague. Leaders coach to yesterday’s issues and agents are unsure what to practise. You need a system that gives leaders a clear structure, lifts goal quality and keeps a weekly cadence with visibility, transparency and accountability.
Want to see what consistent coaching looks like at scale? Book a demo.
One integrated system: ACDC, goal quality and cadence
Coaching improves when everyone uses the same structure, sets better goals and keeps the rhythm going.
ACDC coaching model
Agenda, Current state, Desired state, Commitment. ACDC keeps sessions short and focused so each conversation lands in one practical commitment.
High-quality goals
We define what a good goal looks and sounds like: specific micro behaviours, context (call type), success criteria and a timeframe.
Weekly operating rhythm
Short check-ins, targeted coaching and quick verification keep progress moving and make coaching visible to managers and leaders.
Enable with YakTrak
Turn the method into daily practice.
Prompts and workflows help leaders set high-quality goals, run ACDC and capture evidence.
YakTrak-powered AI lifts goal quality, summarises coaching notes and surfaces patterns by behaviour and call type.
Coaching logs with owners and timestamps create an audit-ready trail leaders can trust.
Want your leaders using ACDC next week? Book a demo.
ACDC coaching made practical
Make every session count, from prep to proof.
Prep with clarity
Leaders start with a short agenda and a recent call or example. YakTrak shows the last goal, practice notes and any open items.
Coach to one behaviour
Using ACDC, leaders focus on one or two micro behaviours that matter for NPS or conversion in that call type.
Set a high-quality goal
The goal includes the behaviour, where to apply it, success criteria and a timeframe. The agent paraphrases the plan.
Verify quickly
The agent tags two to three calls that week. The leader spot-checks, records a short note and either closes the goal or iterates it.
Review the rhythm
Weekly check-ins keep momentum. Leaders can see which goals are due, what is working and who needs support.
Want sample agendas and goal templates? Book a demo.
Conversation quality to business outcomes
Tie behaviours to results your board cares about.
NPS
Define a small set of signature behaviours for clarity, empathy and next steps in high-impact call types. Track adoption and quality.
Conversion
Use behaviours that surface needs, create value and secure commitment. Verify on tagged calls to see what moves results.
Retention
Consistent coaching increases perceived fairness and growth, which supports lower attrition and steadier performance.
Want to see the behaviour-to-metric link on your data? Book a demo.
Proof in practice
A large Australian operation standardised ACDC across leaders using YakTrak.
Leaders shifted to one-behaviour coaching with clear goals and quick verification.
Adoption and quality rose within two sprints, and leaders reported higher confidence in coaching.
NPS improved in one priority call type while maintaining handle time.
What makes us different
We are the missing link between technology and real behavioural change.
System of application
Micro behaviours and coaching rhythms are embedded, tracked and improved in one platform.
Leader-first enablement
Prompts, conversation guides and goal-quality checks build leader confidence and consistency.
Line of sight to outcomes
Behavioural data connects to NPS, conversion and retention so you can see what is moving results.
Enterprise-ready
Trust, security and governance with audit trails, SSO and APIs at scale. [placeholder for certifications]
One method, one team
GRIST’s behavioural method and the YakTrak platform operate as a single performance enablement system.
Want this system working across your leaders? Book a demo.
What you will see in a demo
- ACDC in the platform: agenda prompts, note capture and commitments
- Goal quality helpers and examples for common call types
- Weekly cadence view: due goals, verification and quick reporting
- Coaching logs and evidence that show progress across teams
Together this creates faster, smarter pathways from coaching conversations to measurable outcomes.
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.
Many centres have coaching, but not consistency. Leaders coach reactively, goals are vague and progress is hard to verify. A structured coaching system clarifies what to focus on, creates a weekly cadence and gives leaders visibility over commitments, follow-up and results.
ACDC keeps coaching short and focused: agree the agenda, review the current state, define the desired behaviour and confirm a clear commitment. It works best when paired with a micro-behaviour focus, tagged calls for verification and a weekly rhythm leaders can keep even on busy weeks.
Regular rhythm creates momentum. Leaders can see which goals are due, what has been verified and who needs support. This reduces drift, keeps small improvements compounding and helps teams link behaviours to outcomes like NPS, conversion or retention.
Good goals specify the micro-behaviour, the call type or context, clear success criteria and a timeframe. Agents summarise the goal themselves to confirm shared understanding. This makes goals easier to coach, measure and verify using tagged calls or quick QA checks.
Yes. When micro-behaviours are defined for each call type, leaders can verify them on real calls and see how they relate to shifts in NPS, conversion or retention. YakTrak helps make this line of sight visible so teams know which behaviours are moving outcomes.
In many teams, focusing on one behaviour at a time and verifying progress each week tends to create early movement within a couple of cycles. Leaders report clearer expectations, stronger accountability and more confident coaching before larger metric shifts follow.
YakTrak provides reminders, goal-quality prompts and a simple way to capture ACDC conversations, commitments and verification. Leaders see due actions, managers see patterns and organisations get a clear audit trail of coaching activity, behaviour adoption and progress.
Ready to make coaching consistent and effective across your centres?
See how ACDC, high-quality goals and a weekly cadence work in YakTrak.