YakTrak MyFocus
MyFocus is a YakTrak platform feature that connects QA/CX assessments to performance data and creates a simple, daily improvement pathway. It links what you want to improve (the KPI), with how you improve it (the specific micro-behaviours that drive it), and makes progress visible for agents and leaders in the YakTrak platform.
Objective
Configure Amazon Connect QA/CX assessment to accurately assess specific nib CX micro-behaviours, linked to performance priorities. Feed this data into the YakTrak MyFocus feature, allowing agents to set KPI targets and track behavioural inputs in real time.
Success criteria:
- Over 80% accuracy in AI assessment of CX micro-behaviours (via Connect).
- Provide visibility of performance and behavioural data in one place for agents and team leaders.
- Lift performance metrics by increasing the key micro-behaviours demonstrated by agents.
Duration: 6 weeks
Channels: nib Group Contact Centre Sales & Service teams.
Participants:
- One team from both Sales and Service using YakTrak MyFocus tool.
- One team from both Sales and Service without MyFocus as a control group.
YakTrak created a solution that:
- Defined the key micro-behaviours linked to nib’s strategic goals and performance metrics.
- Trained Amazon Connect to identify the key micro-behaviours, then fed this data into the YakTrak platform.
- Helped agents choose a KPI focus in the YakTrak platform and recommended the micro-behaviours most likely to improve it in customer interactions.
- Guided agents to set micro-behavioural goals and access learning in the YakTrak platform; and helped leaders use MyFocus data to support through coaching.
- Provided visibility to agents and leaders so they could see real-time behavioural and KPI data in the YakTrak platform, making coaching and performance improvement tangible and sustainable.
The results
- The MyFocus sales team was underperforming the control team (-17%) at the beginning of the pilot, but saw steady growth, resulting in the MyFocus team out performing the control team (+27%) at the conclusion of the pilot.
- While both service teams experienced increases in talk time compared to the month prior, the increase was smaller for the MyFocus team (7%) versus the control group (15%).
- AI assessment accuracy was greater than the benchmark 80% for all CX micro-behaviours assessed (85.3% average), with some reaching over 95% accuracy.
- 77% of agents agreed that YakTrak MyFocus helped them see what they can do to improve their customer conversations; the remainder neither agreed nor disagreed.
- 69% of agents agreed that YakTrak MyFocus helped them understand how they’re tracking against their goals; the remainder neither agreed nor disagreed.
What this shows
YakTrak MyFocus turns QA/CX assessments from retrospective reporting into a daily performance enablement tool.
Watch: webinar with nib and Amazon Connect on the YakTrak MyFocus feature
Client perspective
I think the biggest win has been visibility. We could clearly see performance and the KPIs we were targeting, which gave leaders a much stronger way to guide coaching. As an agent, I'm not having to rely on my leader to present metrics back to me, I've got that accountability to drive my own performance, and I’m setting my own daily goals. The rhythm MyFocus created helped turn small micro-behaviours into habits, because logging in and focusing on one improvement became part of how people started their day. The engagement has been really strong. ─ Ashley Sparrow, Optimisation Manager Sales & Retention, nib Group
Ready to take the next step?
See how YakTrak connects controls to behaviours and records in one system.