FAQs

The 70:20:10 model suggests that most learning is acquired through job-related experience and reflection (70%), supported by coaching, mentoring and peer interaction (20%), and topped up with structured learning such as workshops and eLearning (10%).

GROW works well for bigger, reflective development conversations, but it often stays too broad for day-to-day performance shifts. ACDC is built for short, tactical coaching. It narrows the focus to one outcome, one micro-behaviour and one practice commitment, so leaders can help people improve on the next call—not the next quarter.

Start by auditing current learning practices, then shift the balance toward on-the-job practice and social learning. Introduce stretch tasks and projects, expand decision-making opportunities, increase coaching cadence, and use formal learning as a sharp support, not the centrepiece.

ACDC is designed for real contact centre rhythms, so conversations are short. Most fit comfortably into a regular coaching touchpoint and focus on one behaviour at a time. The structure helps leaders get clear, practise in the moment, and lock in a commitment without turning it into a long meeting.

It works when leaders anchor learning in real conversations. Teams practise one or two micro behaviours on the job, leaders run short ACDC coaching sessions, and YakTrak provides visibility of who's practising, how often and with what impact. Formal modules simply set direction before practice cycles take over.

In the Desired State phase, leaders shift from talking about the change to rehearsing it. This might be a quick role play or micro-scenario that lets the team member try the behaviour in a safe setting. It removes ambiguity, builds confidence, and makes it easier for the behaviour to show up consistently on live calls.

It usually means teams practise small, observable micro-behaviours in real calls, leaders run short ACDC coaching conversations, and weekly huddles reinforce language and examples. YakTrak provides visibility into who's practising, how often, and the effect on measures like AHT, FCR and NPS.

ACDC works best when coaching cadence, micro-behaviours and practice commitments are visible. YakTrak creates that visibility and accountability by tracking who is coaching who, how often, and on what. It helps leaders embed ACDC into weekly rhythms and link behavioural focus areas to outcomes like AHT, FCR, NPS, conversion, retention and compliance.

Behaviour shifts when practice becomes part of the operating rhythm. Teams see more impact when leaders protect coaching time, set clear expectations for on-the-job application, and follow up on what was practised. The model works best when small, repeatable micro-behaviours are tracked and supported, not left to chance.

The early shifts tend to be operational: more consistent coaching cadence, clearer feedback, and stronger ownership because goals are small and tactical. Leaders also get faster visibility of what’s changing on the floor, making it easier to connect coaching focus with movement in performance metrics.

Micro behaviours turn broad skills into things people can actually observe and repeat, such as stating the purpose clearly or confirming next steps. Leaders coach to these cues, teams practise them in live calls, and YakTrak shows whether they're being applied and how they relate to NPS, retention and quality outcomes.

Micro-behaviours break broad skills into actions you can hear on a call---such as probing for need or confirming next steps. Leaders coach to these cues, teams practise them on shift, and the platform shows whether they're being applied and how they relate to operational outcomes.

The rhythm is usually weekly or fortnightly. Leaders set focused goals, run ACDC coaching conversations, check progress, and reset the next small practice commitment. This cadence keeps learning moving without adding unnecessary load.

Many teams use a simple weekly cadence: one small practice commitment through ACDC coaching, huddle reinforcement mid-week, and a short Friday review. This rhythm keeps focus tight, reduces leader load and helps learning carry into real conversations.

ACDC provides a simple, repeatable structure---Agenda, Current state, Desired state, Commitment. It keeps coaching focused on the few micro behaviours that matter and helps leaders build consistency across their teams.

You see new behaviours in everyday conversations, QA reviews and coaching. Leaders use the same language. Teams can explain the why behind behaviours. Metrics like NPS, FCR, AHT, complaints and error rates begin to shift in a way that feels sustainable, not like a one-off push.

Teams often see more consistent conversation quality, shifts in NPS and retention, clearer coaching quality, and better line of sight between behaviour and results. Leaders usually report reduced mental load because goals, practice and coaching are captured in one place.

The most useful signals come from what people are doing, not just what they've completed. Look for increased practice frequency, better coaching conversations, faster uplift in role-specific behaviours, and links to measures like AHT, FCR, NPS or conversion where relevant. Consistent reflection and review cycles help teams see what's working and refine their approach over time.

A few patterns show up often: over-investing in formal training, assuming social learning will "just happen", and not giving people time to practise in real work. Another common pitfall is lack of visibility---leaders can't reinforce what they can't see. Making coaching cadence and practice activity visible helps avoid these gaps.

YakTrak connects behavioural data to scorecard metrics like AHT, FCR, NPS, conversion and retention. This makes patterns visible---whether a specific framing behaviour reduces handle time, or whether confirm--close steps cut repeat contacts.

Training introduces concepts, but the platform anchors them in application. It shows what's being practised, the quality of coaching and how behaviours map to results, reducing mental load for leaders and giving L&D and operations a shared view.

It shifts the centre of gravity from training to application. Micro behaviours, practice cycles and operating rhythms are built into the work itself, with YakTrak creating visibility, transparency and accountability. QA or analytics insights move straight into coaching and proof of action rather than sitting in reports.

Most centres start with one priority area---such as reducing repeat contacts---and build two or three micro-behaviours around it. Leaders run one ACDC session to set a practice goal, reinforce it in huddles, and review progress at week's end.

It varies by context and complexity, but it's rarely a matter of days. Most organisations see meaningful shifts over 8 to 16 weeks when there is strong leader commitment, visibility of progress and regular reinforcement.

Format matters less than design. Blended approaches usually work best, but the key is that every format is tied to real work, has clear behaviour outcomes, and is followed by practice and coaching. A beautifully designed workshop with no sustainment will underperform a simple, applied rhythm.

Risk-critical micro-behaviours are defined, practised and captured as part of standard coaching and goal-setting. Audit trails, sign-offs and role-based access help teams demonstrate control, making assurance conversations simpler and more transparent.

Regulated centres often need proof of application, not just training attendance. YakTrak keeps audit trails, sign offs and goal histories, while role based access supports internal and external assurance. Leaders can show how micro behaviours are practised and coached, cycle by cycle.

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 works best for weekly coaching where leaders want small, observable behaviour changes that show up in real calls. It helps teams translate skills into micro behaviours, set clear practice commitments and review actual examples, making it easier to see movement in AHT, FCR, NPS, conversion or compliance.

ACDC gives leaders a simple way to focus each conversation, tag what happened in a recent call, define what good sounds like, and set a short practice commitment. It works best when teams want small, observable behaviour changes linked to AHT, FCR, NPS or compliance.

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.

ACDC gives leaders a practical structure---Agenda, Current, Desired, Commitment. It narrows the session to one behaviour, one example and one practice commitment. Leaders can verify the behaviour on tagged calls, making progress tangible and easier to track.

Traditional coaching often focuses on reflection, while ACDC focuses on application. Each step turns a skill into two or three micro behaviours that can be practised on-shift. This gives teams a repeatable rhythm---Agenda, Current state, Desired state, Commitment---so leaders can spot patterns and adjust quickly.

GROW helps when teams need reflection or long form development. ACDC works best in busy environments because it narrows the conversation to one gap, one behaviour and one practice commitment. Leaders can apply it in 10--15 minutes and review progress using tagged calls and evidence.

GROW helps teams think through goals and options, while ACDC turns that intent into small, observable micro behaviours applied in real calls. Many teams use GROW monthly for development and ACDC weekly to build habits that shift AHT, FCR and NPS with clearer visibility and accountability.

Most teams use a weekly cadence: Monday priorities, short daily huddles, two ACDC coaching blocks per week and a Friday review. This rhythm keeps focus, frequency and quality high without adding long meetings to already busy schedules.

Many teams use ACDC weekly or fortnightly. The cycle works best when leaders coach short and often---one behaviour, one goal and one review---so teams build consistent habits without adding long sessions to the week.

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.

ACDC goals work best when they name the exact micro behaviour, where it will be used, and what evidence the agent will bring back. For example: "Use one sentence frame on every call for three days and save two examples." Clear scope makes the review faster and more objective.

Micro behaviours are small, observable actions in a conversation that support clarity, empathy, diagnosis or resolution. Because they are specific and easy to hear on calls, leaders can coach them weekly, verify them on real examples and tie them to customer outcomes.

For AHT, leaders often use concise framing and clear next steps. For FCR, probe for the real need and confirm resolution tend to help. The key is choosing behaviours that are observable in real calls and within the person's control, then practising them consistently across the week.

Micro behaviours turn broad expectations into what to say or do in real calls. For AHT and FCR, this often includes verifying the cause before proposing a fix and giving clear next steps. Leaders then review two or three tagged calls to confirm the behaviours were applied.

Each micro behaviour connects to a known outcome: framing reduces handle, probe then confirm supports FCR, early empathy lifts NPS, and plain language policy steps protect compliance. Behavioural evidence is tied to associated metrics so leaders can see what is working and where teams need more support.

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.

Leaders verify micro behaviours on tagged calls and review whether the behaviour was applied. YakTrak connects these observations to outcome metrics such as NPS, AHT, FCR and retention, making it easier to see which behaviours tend to drive movement.

It varies by environment, but many teams see early movement in AHT and NPS in the first 30 days when micro behaviours are practised daily and reviewed weekly. Consistency in focus, frequency and quality tends to strengthen results across the 60--90 day window.

It varies by environment, but many teams see early signs during the first four to six weeks---especially when leaders keep a tight cadence and agents apply micro behaviours daily. Consistency in focus, frequency and quality tends to strengthen results over time.

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.

YakTrak makes the operating rhythm visible --- who is coaching whom, how often and on what --- and reduces the mental load with prompts, reminders and summaries of tagged behaviours. This helps teams sustain the cadence even during busy weeks and keeps coaching anchored to evidence.

YakTrak schedules the cadence, stores notes and examples, prompts leaders through the conversation, and shows who is practising which micro behaviours. This gives visibility, transparency and accountability across sites while reducing the mental load of managing coaching manually.

YakTrak prompts leaders through the ACDC steps, stores notes and goals, and shows who is being coached, how often and on what. This gives visibility, transparency and accountability across teams and helps leaders keep the cadence steady without adding mental load.

YakTrak guides leaders through the conversation, stores notes and examples, schedules the cadence and shows who is practising what. One reference to YakTrak powered AI helps summarise patterns, while audit ready evidence supports transparency, ownership and compliance.

They mainly need a clear definition of what "good" sounds like and a simple coaching rhythm. The platform supports this with prompts, examples and goal quality checks, so leaders can coach consistently even when they aren't technical experts in the topic.

When QA or speech analytics surface a pattern, YakTrak turns it into a clear owner, a coaching goal and proof of action. This creates a closed loop from detection to resolution and helps leaders focus practice on the behaviours that matter most for outcomes.

When QA surfaces an issue, YakTrak turns it into an owner, a clear micro behaviour and a verification step. This links detection to action and provides a record of what was coached, what was applied and whether the behaviour changed.

Compliance is strengthened by defining risk critical behaviours, practising them regularly and capturing evidence through audit trails, sign offs and role based access. This makes it easier to show what was coached, what was applied and where further support is needed.

Compliance is strengthened by defining risk critical behaviours, practising them weekly and capturing evidence through audit trails, sign offs and role based access. This makes it easier to show what was coached, what was applied and where further support is needed.

ACDC focuses on observable behaviour, clean evidence and predictable routines. YakTrak adds audit trails, sign offs and role based access so leaders can show how compliance behaviours were coached and verified.

Yes. The method focuses on observable behaviour, and YakTrak adds audit trails, sign offs and role based access. This makes it straightforward to show which compliance behaviours were coached, applied and verified.

Most engage us when coaching is inconsistent, operating rhythms are unclear, QA issues repeat, or outcomes stall. We help define micro behaviours, design the weekly cadence and set up the platform so leaders can run the system with confidence.

It's the practice of tracking what agents actually say and do in calls---observable micro-behaviours---and linking those actions to metrics like AHT, FCR and NPS to guide coaching and improvement.

Behavioural analytics focus on what people actually do and say in calls, not just totals and averages. You track micro behaviours, application rate, leader cadence and verification, then line these up next to AHT, FCR and NPS so you can see which behaviours are worth coaching this week.

Behavioural analytics focus on what people actually do and say in calls, not just overall AHT, FCR or NPS. You define observable micro behaviours, then track adoption, quality, application rate, verification and leader cadence so leaders can see which behaviours are worth coaching this week.

Behavioural analytics focus on what people actually do and say inside calls, not just overall volumes or averages. You define micro behaviours that matter for AHT, FCR and NPS, then track how often they appear, how well they're applied and how that lines up with your existing performance metrics.

Behaviour first means starting with clearly defined micro behaviours---each with an ID, description and expected signals---then tracking how often they are coached and applied. Instead of guessing why NPS or conversion moved, leaders and IT can see which behaviours changed and how that lines up with outcomes.

GRIST's behavioural psychology defines what "good" looks like, while YakTrak captures and connects those behaviours to outcomes. Together, they turn insight into measurable action.

YakTrak records coaching and practice against defined micro-behaviours, maps adoption to performance metrics, and uses AI to summarise notes, flag patterns and suggest next steps.

YakTrak captures coaching and practice against defined micro behaviours, then maps adoption to AHT, FCR and NPS. It summarises notes, highlights patterns and gives leaders simple reports, so behavioural analytics turn into concrete goals, practice commitments and visible follow through rather than more dashboards.

GRIST defines the method---micro behaviours, ACDC coaching and weekly rhythms---while YakTrak makes the loop practical. Leaders set goals, coach, verify examples on tagged calls and view dashboards that show adoption, quality and cadence, giving visibility, transparency and accountability across teams and time.

GRIST defines the method---micro behaviours, ACDC coaching and weekly rhythms---while YakTrak makes the loop practical. Leaders set goals, coach against real calls, verify evidence and view dashboards that show adoption, quality and cadence next to AHT, FCR and NPS.

Each micro behaviour is linked to a specific outcome---diagnosis questions for AHT, confirm close for FCR, mirroring goals and next steps for NPS. By tracking adoption and quality of those behaviours alongside the relevant metric, leaders can see where practice is paying off and where they need to adjust focus.

Each micro behaviour is linked to a specific outcome---for example, crisp openings and clear next steps for AHT, confirmation behaviours for FCR, and empathy plus plain language explanations for NPS. By measuring adoption and quality, leaders can see which behaviours to coach and how they influence the numbers.

Crisp openings and clear next steps reduce AHT; confirmation and wrap-up behaviours improve FCR; empathy and plain-language explanations lift NPS.

By showing which behaviours are under applied or low quality in specific call types, behavioural analytics highlight the gaps that matter most. Leaders can then set one behaviour per session, create a clear practice commitment and verify it on tagged calls instead of guessing where to spend coaching time.

The core set covers adoption (who practises the behaviour), quality (how well it matches the standard), application rate (how often it appears in eligible calls), verification (leaders confirming evidence) and leader cadence (how often and how well leaders coach). Together, these show whether behaviours are embedded or still ideas on a slide.

Leaders see adoption by team and leader, examples via call IDs and notes, simple prompts for 1:1s, trend lines for AHT, FCR and NPS next to behaviour adoption, and a short list of blockers with fixes. The aim is to make coaching decisions faster and more grounded in evidence.

Leaders typically use coaching analytics (adoption, cadence, goal quality), capability dashboards (discovery, solutioning, compliance) and outcome overlays that sit behaviours next to NPS, conversion and AHT bands. Exception views highlight where coaching or adoption lags so they can adjust the rhythm quickly.

YakTrak prompts leaders through the coaching flow, summarises themes and highlights patterns from notes and tagged calls. Leaders still choose the behaviour, set the goal and verify examples; the platform simply makes it easier to spot where to focus and to keep a clear record of what changed.

Good dashboards answer three questions quickly: where to coach, whether coaching is happening, and what impact it is having. Leaders see under used behaviours, goal quality and verification, then compare behaviour trends with AHT, FCR and NPS for the same queues and periods to tell a credible story about impact.

Good dashboards answer three questions quickly: where to coach, whether coaching is happening, and what impact it is having. When adoption and quality rise while AHT stabilises or FCR improves in the same call types, leaders can tell a grounded story about how behaviour change influenced results.

Most teams work in weekly or fortnightly cycles. Leaders set one or two micro behaviours to focus on, agree practice commitments, then review examples and trends at the end of the cycle. This keeps the focus tight and makes it easier to sustain coaching alongside day to day priorities.

Leaders focus on one or two micro-behaviours per cycle, coach weekly or fortnightly, and review progress quickly---keeping coaching consistent and manageable.

Many teams use Monday priorities to pick 1--2 behaviours per queue, short daily huddles to keep focus, two ACDC coaching blocks a week for one to one practice, and a Friday review to close or iterate goals. This cadence keeps analysis connected to real coaching and measurable movement.

A practical rhythm uses Monday priorities, short daily huddles, two ACDC coaching blocks per week and a Friday review. This keeps focus, frequency and quality high, so analytics feed directly into coaching and you can see how specific behaviours influence AHT, FCR and NPS over time.

In this context, behavioural analytics track which micro behaviours agents and leaders use in real calls, how often they appear and how well they match the standard. Those behaviour trends sit next to AHT, FCR and NPS, so leaders can run an operating rhythm based on evidence rather than guesswork.

The framework uses weekly cycles: define one capability, set micro behaviours, agree practice commitments, collect two call IDs per agent, and review outcomes on Friday. ACDC 1:1s, short huddles and end of week reviews keep focus, frequency and quality high without adding heavy admin.

System of application means micro behaviours, coaching rhythms and reporting all live in one loop. Instead of one off training or disconnected tools, leaders have a clear way to set goals, support practice, verify evidence and see the impact on AHT, FCR and NPS over time.

Standard reporting tends to show outcomes---AHT, FCR, NPS---without explaining why they move. Behavioural analytics sit alongside those metrics and show which behaviours are being used, by whom and how well. Leaders can then target coaching on the handful of moments that actually shift performance.

Traditional reviews start with results and try to infer the cause. The behaviour first approach defines one capability, translates it into two or three micro behaviours and tracks adoption and quality weekly. Leaders then see how those behaviours relate to AHT, FCR and NPS and can adjust the rhythm accordingly.

Yes. Micro behaviours and prompts create a shared standard, while dashboards show adoption and outcomes by team, leader and site. This helps GM Ops see which vendors and cohorts are applying the same behaviours and where extra support or clarification is needed.

YakTrak stores behaviour definitions, coaching events and evidence as linked objects---each with IDs, owners and timestamps. Leaders work in prompts and goal templates; IT gains a consistent data model and lineage, including who changed what, when and why, ready to align with CRM or BI.

Existing platforms keep doing what they do best. YakTrak adds a behaviour layer with IDs and evidence that you can join in your lakehouse or BI. APIs and webhooks let you ingest QA signals or push adoption events out, so behaviour and outcome data stay aligned rather than siloed.

IT gains a stable behaviour schema, immutable logs for definitions and coaching events, and clear join keys for downstream reporting. Audit trails and exportable packs mean risk, compliance and auditors can see the full chain---from definition to coaching to outcomes---without manual reconciling.

Not necessarily. You can begin by adding a behavioural lens to your existing QA and coaching processes -- even if that's a simple spreadsheet to track a few key micro-behaviours. A platform like YakTrak then makes it easier to scale: it automates data collection, behavioural analysis and workflows so leaders don't need to become full-time data analysts.

Handled well, most agents feel more supported, not more surveilled. The key is transparency and intent: be clear about what behavioural data you're collecting and why, focus on development rather than punishment, and let people see their own coaching history and goals. When agents understand that behavioural analytics helps them succeed and be recognised for good work, buy-in usually grows quickly.

Risk critical behaviours are defined as micro behaviours and tracked like any other, with evidence attached. Combined with audit trails, sign offs and role based access, this makes it easier to show how risk steps were coached, practised and verified across the operating rhythm.

Compliance is supported through clear micro behaviours for risk steps and platform features such as audit trails, sign offs, privacy controls and role based access. Every goal carries an owner, timestamp and status, so you can show how behaviours were coached and verified when auditors or executives ask.

Yes. The model defines observable micro behaviours, including risk and assurance steps, and uses role based access plus audit trails to show who coached what, when and with what outcome. This helps teams respond confidently to internal and external compliance questions while improving performance.