FAQs

YakTrak reduces mental load by keeping goals, coaching notes and examples in one workflow. Leaders see who is being coached, how often and on what, and they get prompts when cadence slips. Notes and evidence stay linked to specific micro behaviours.

Behavioural signals sit next to the relevant outcome trend for the same queues. When adoption increases and AHT stabilises or FCR improves, leaders can see the link and decide whether to continue, extend or advance the behaviour in the next cycle.

Employee training software supports a wider performance development strategy. While employee development software provides a broad range of functions to support capability lifts across an organisation (including capability assessments, performance tracking, goal setting, employee coaching and reporting), employee training software focuses on the training and learning components of development. It may include:

• a learning management system
• personalised learning paths
• tracking and reporting
• catalogues for employee training courses and training solutions
• feedback mechanisms.

While the best employee training software might include employee training content and learning materials, this doesn't replace what coaching can bring when it's embedded into the daily routine. After all, if we learn 90% of new skills and behaviours on the job, it makes sense to use a solution that facilitates this.

Before you can start coaching and training employees you need to identify the gaps and figure out the skills and competencies that will improve with tailored development. A capability assessment is a structured approach to evaluating the capabilities of your workforce. It helps identify and provide visibility over your team's skills, competencies, values and behaviours, capturing where there are gaps and training needs. You can then develop the targeted training material and individual coaching programs you'll need to implement to drive change.

It is used once in the workflow to summarise themes, draw attention to patterns and clarify next steps. Leaders keep full ownership of coaching decisions; the system simply makes preparation and follow up easier.

Compliance relies on evidence. Behaviours, notes and sign offs are tied to call IDs with full audit trails and role based access. This makes it easier to show how risk critical steps were defined, coached and verified over time.

Leadership development is the process of building someone's capacity to lead others, make decisions, and drive organisational success.

Because leadership influences culture, performance, engagement and retention. Strong leadership is essential for navigating change and delivering consistent results.

A leadership and coaching system is a repeatable pattern of method, rhythm, tools and feedback loops that makes coaching consistent and visible. Instead of relying on stand alone programs, it provides leaders with clear expectations, a coaching cadence and a way to track micro behaviours and progress across teams and locations.

A leadership development system focuses on how leaders are grown over time---career paths, expectations, mentoring and programs. A coaching development system focuses on how those leaders grow others day to day through structured conversations, micro behaviours and operating rhythms. Together, they form a practical leadership coaching system.

We focus on application in the flow of work. Leaders build capability through micro-behaviours, deliberate practice and operating rhythms, supported by the YakTrak Platform for visibility and accountability.

It refers to building capability through small, observable leadership behaviours practised each week, not one off programs. Leaders focus on a few micro behaviours, apply them in real conversations and review progress through short ACDC coaching cycles. This makes development visible, repeatable and easier to sustain across teams.

High workload, shifting priorities and reactive problem solving mean coaching time is often the first thing dropped. Without a defined rhythm, shared framework and platform to keep activity visible, coaching becomes event based rather than embedded in the daily operating rhythm.

Micro behaviours turn broad expectations like "be a better coach" into observable, specific actions leaders can use in conversations. They make feedback clearer, help leaders set focused goals, and give organisations a way to measure progress and link behaviour change to performance outcomes such as NPS, FCR or compliance.

ACDC gives leaders a simple structure: agree the agenda, explore the current state, define the desired state and confirm commitments. It keeps coaching short, focused and grounded in real work, and helps managers have more consistent conversations across teams and locations.

ACDC gives leaders a simple structure: set the agenda, review a recent example, define the desired behaviour and agree to one practice commitment. Weekly cycles allow leaders to build capability gradually while keeping evidence clean and tied to current priorities like FCR or AHT.

YakTrak makes the operating rhythm visible --- who's coaching who, how often and on what. Leaders log goals, capture example IDs and review adoption trends without heavy admin. This reduces mental load and helps L&D and operations share the same view of progress and impact.

YakTrak captures coaching sessions, micro behaviour goals and follow up, giving leaders and executives visibility of who is coaching whom, how often and on what. It reduces mental load, supports operating rhythms and provides audit ready evidence of activity, sign offs and outcomes.

You start to see consistent coaching rhythms, clear micro behaviour goals, visible progress tracking, shared use of a common coaching framework and regular conversations about development rather than just performance issues. Leaders spend more time enabling their teams and less time firefighting.

We focus on observable leadership behaviours and practical coaching activity, then link that to performance outcomes. YakTrak provides a clear record of what is being practised and coached so progress is visible.

Behaviour adoption sits next to operational metrics so teams can see patterns, such as how better probing reduces repeat contacts or how clearer framing stabilises handle time. This approach makes it easier to learn what works and refine behaviours each sprint.

Shared micro behaviours, a common coaching rhythm and light templates help leaders run the same process anywhere. YakTrak stores notes, evidence and examples so expectations stay consistent even when coaching styles vary.

You choose three core leadership capabilities, define the micro behaviours for each and set a weekly cadence that leaders can sustain. Over 90 days, you review adoption and outcomes together and refine behaviours based on what moves AHT, FCR or NPS.

Rigid frameworks, lack of real-time feedback, and difficulty proving behaviour change. We address these with a practical system leaders can use weekly.

The Seinfeld strategy focuses on one small action repeated daily. In a contact centre, this becomes one micro behaviour per queue, practised in eligible calls and marked with simple evidence. Leaders review the chain weekly using ACDC so habits build through focus, frequency and quality.

It refers to the idea that people stay motivated when they can see meaningful progress. In a contact centre, this shows up as one micro behaviour being used more often or more cleanly in real calls, then verified in coaching. When progress is visible, teams tend to keep practising.

Micro behaviours are observable and specific---for example, one verifying question before proposing a fix. Because leaders can hear them on calls and verify two or three examples a week, they make improvement easier to coach, track and connect to AHT, FCR, NPS, conversion or compliance.

Micro behaviours are observable and specific, such as "ask one verifying question before proposing a fix." Because leaders can hear them on calls and tag examples, coaching becomes more objective. This also makes it easier to verify progress and link behaviour changes to AHT, FCR or NPS.

ACDC structures short coaching sessions around one behaviour, a clear gap and a small practice commitment. Leaders review the examples weekly, close or adjust the goal and show the progress in YakTrak. This keeps scope tight and avoids drift in busy environments.

YakTrak provides prompts, practice commitments and simple evidence capture so leaders can see who is practising what, how often and with what quality. One mention of YakTrak-powered AI is used to summarise themes and highlight patterns, reducing mental load while keeping leaders in control.

YakTrak shows adoption, quality and verification by leader, team and call type. Leaders can see who practised what, when and how well. Chains, examples and goal status give a transparent view of progress without having to piece together email or spreadsheets.

Many teams use Monday priorities, short daily huddles, two ACDC coaching blocks per week and a Friday review. This rhythm keeps daily practice simple and weekly review meaningful while sustaining behaviour change across shifts and vendors.

Many centres use Monday priorities, daily huddles, two short ACDC blocks per week and a Friday review. This weekly rhythm helps teams maintain focus, frequency and quality and prevents coaching from becoming ad hoc or reactive.

Dashboards place adoption, quality and verification next to AHT, FCR and NPS for the same call types. When behaviour uptake increases and the metric shifts in the expected direction, leaders can tell a grounded story about impact rather than relying on intuition.

Behaviour lines sit next to AHT, FCR and NPS for the same call type and timeframe. When adoption and quality rise and outcomes shift in the expected direction, leaders can show a grounded link rather than relying on hunches or isolated examples.

It works best when coaching is inconsistent, leaders struggle to prioritise behaviours or QA findings repeat without clear action. If the goal is to create daily practice that links visibly to AHT, FCR, NPS, conversion, retention or compliance, this system provides the structure and evidence needed.

Yes. Compliance is strengthened when micro behaviours are defined, practised and evidenced. YakTrak maintains audit trails, sign offs and role based access so teams can show coaching decisions, examples and outcomes without manual reconstruction.

Yes. Micro behaviours include risk critical steps, and YakTrak maintains audit trails, sign offs and role based access so teams can show how each behaviour was defined, coached, practised and verified in a defensible way.

It's a simple way of explaining why performance looks the way it does today. People's day-to-day experiences shape their mindset, which drives their behaviours and, ultimately, the results you see. If you want different results, you start by redesigning the experiences, especially leader-led conversations, not just telling people to "try harder".

When leaders only set targets and describe preferred behaviours, they are working downstream in the chain. If everyday experiences still reward the old way of working, people understandably fall back under pressure. Sustainable change comes when leaders adjust what people experience --- what is coached, reinforced and made safe to practise --- so the new behaviour feels like the logical choice.

A leader using experiences to results looks at each conversation as an experience they can design. They focus on a few clear micro-behaviours, use a consistent coaching rhythm, and finish with specific practice commitments for the next shift or week. Over time, these small, repeated conversations shift mindset and performance in a way that is visible and coachable.

The first signs are usually in how work feels, not just in dashboards. Teams get clearer on what "good" sounds like, leaders coach more consistently, and variability between similar teams narrows. Because experiences are designed intentionally, organisations tend to see earlier movement in targeted outcomes and a stronger sense of ownership before major structural changes are needed.

In contact centres, financial services and essential services, people already care about doing the right thing, but competing priorities and mixed signals get in the way. The experiences to results model helps leaders cut through that noise by tuning everyday conversations, feedback and systems so they reinforce the right behaviours, while still supporting compliance, assurance and consistent performance under pressure.

Performance enablement focuses on ongoing coaching, micro behaviours and continuous feedback instead of retrospective annual reviews. It works best when embedded into weekly leadership rhythms, helping employees build capability in short application cycles rather than relying on end of year assessments.

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.

It runs a closed loop: define → assess → identify → act → reflect → evidence. You define micro-behaviours, assess where each team is, identify next actions, act through in-work workflows, reflect with coaching/feedback, and generate evidence leaders and auditors trust---on a cadence that fits your operation.

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.

It turns agreed behavioural standards into structured, consistent development activity in the flow of work. It gives leaders a shared reference point, a simple coaching structure, and visibility of actions owned and completed --- so behaviour becomes operational and progress becomes provable.

A platform gives leaders visibility of coaching activity, behavioural trends and progress against goals. It helps keep operating rhythms consistent by showing who is coaching whom, how often and on what, reducing mental load and making conversations more specific and actionable.

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.

Micro behaviours turn broad expectations into small, observable actions employees can practise in real work. They make feedback clearer, progress easier to track and capability uplift more consistent across teams. Over time, these small changes compound into improved results.

Teams track behaviour change alongside metrics like engagement, productivity and retention. A performance enablement platform provides real time insights into which micro behaviours relate to stronger outcomes, helping leaders make informed decisions and strengthen accountability.

Regular coaching, clear expectations and a visible sense of progress tend to lift engagement. When people understand what good looks like and feel supported to build capability, motivation increases and turnover risk decreases.

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.

Yes. Many clients use the platform independently by applying their existing behavioural frameworks and internal capability. YakTrak's job is to operationalise what you've already defined and make it easier to execute consistently.

A straightforward operating loop: standards are made observable, leaders assess using shared definitions (supported by AI where appropriate), leaders coach using a consistent cadence, and actions are agreed, owned and tracked --- with visibility across teams and links to performance over time.

Yes. For teams using QA tools, YakTrak links findings to coaching actions and proof of completion, including integration with most major CCaaS platforms.

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.

Not always. YakTrak is software designed to stand on its own. If you want support defining behaviours or lifting leadership capability at scale, YakTrak Consulting can be added without changing how the platform operates.

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.

AI is used once in context---to help surface trends and coaching opportunities---so leaders spend more time on capability building. It streamlines analysis but sits within an operating rhythm grounded in human coaching and behavioural insight.

YakTrak-powered AI provides insight and reporting in the moments that matter, support higher quality and higher frequency development and coaching.

Yes. YakTrak is enterprise-ready, with role-based access, audit trails, SSO, APIs, documented privacy controls and responsible use of YakTrak-powered AI. (See Security and tech specs, ISO security accreditation, Privacy, and Security and data handling.)

Yes. YakTrak is ISO 27001 certified and supports SSO, role-based access, SCIM and APIs. Consistent templates + local autonomy enable comparable reporting, clear ownership and defensible audit trails across sites, brands and regions.

We help you define what "great" looks like in your environment---then make it coachable and measurable in day-to-day work. That matters because platforms only drive real value when they're operationalising something clear. Our consulting turns your intent into observable micro-behaviours, practical standards and a rhythm leaders can sustain---so the YakTrak platform can track the right things, reinforce the right habits, and show credible progress against outcomes.

We're behaviour-first and rhythm-led: define the behaviours, practise them weekly, and make adoption visible so results follow.

YakTrak platform provides visibility; YakTrak consulting defines the behaviours, operating rhythms and even facilitates the learning journeys. Together, method + platform create faster, smarter pathways to results.

Not always. Start with Consulting if you need to define "great" and align leaders. Start with Platform if "great" is defined and you need visibility, execution and evidence at scale. Choose both for the fastest path in complex rollouts.

Training creates awareness. Consulting makes performance repeatable: clear behavioural standards, leadership coaching routines, and reinforcement in the flow of work so behaviours show up when it counts.

Most clients come to us for: customer conversation consistency (sales + service), leadership and coaching capability, QA/compliance closure (not just detection), performance improvement tied to key metrics, and learning systems that actually embed new habits.

QA and compliance is a core stream of our work. We help define clear behaviours and standards, then design the routines and ownership that turn detection into resolution---creating defensible evidence and reducing repeat issues.

Yes. If you already have frameworks (conversation guides, QA standards, leadership principles), we refine them into observable behaviours and routines teams can actually execute. We can also align to the tools you already use---and where YakTrak Platform fits, we can operationalise the workflows to scale.

We use a mix of consulting, workshops, facilitated working sessions, leader enablement, and train-the-trainer so capability can scale internally. The format flexes to your environment---without losing the behavioural precision.

Most organisations feel value early because clarity reduces noise fast: leaders align, coaching becomes more consistent, and you can see whether behaviours are being practised and reinforced. KPI movement follows once application becomes consistent.

Many clients begin seeing leadingindicator improvements within weeks as microbehaviours become visible and coachable. Scorecard shifts typically follow as these behaviours compound over time.

Mid-to-large, often regulated organisations where CX, sales and compliance matter---and where leaders want evidence that coaching changes outcomes.

No. We work wherever performance depends on human interactions---customer service, complaints, claims, branches, retail, relationship-managed sales, key account management and service operations.

Contact centres are a particularly strong fit because the environment is rich in data: conversations are recorded, quality and compliance expectations are clear, and you can see patterns at scale. That makes it easier to define "great", measure micro-behaviours consistently, and show evidence of improvement quickly.

The same system still works outside contact centres. The difference is simply the data source---calls, messages, meetings, case notes, observations or customer feedback---so teams can build clarity, coaching consistency and measurable progress in any setting.

It is a tailored set of micro behaviours that translate your strategy, values and regulatory duties into clear actions by role. Each behaviour is observable, repeatable and linked to outcomes, so leaders can coach consistently and QA criteria can reflect what "good" actually sounds and looks like.

We work through a structured process: clarify direction, map the gap between current and desired behaviours, set intent statements and design a small number of critical micro behaviours per role. Those behaviours are then aligned with existing QA measures and operating rhythms so they can be applied in real work.

Traditional models often stay on paper. GRIST + YakTrak focus on application: behaviours are translated into micro behaviours, embedded into coaching rhythms, tracked in the platform and aligned with QA. Leaders get prompts and goal quality checks, and IT gets lineage and audit trails for how behaviours are used.

Once behaviours are defined, they are built into YakTrak as coaching goals and prompts. Leaders use ACDC to set practice commitments, capture examples and track adoption and quality over time, giving visibility, transparency and accountability for how the framework is being applied across teams, sites and vendors.

Each micro behaviour is tied to specific outcomes---for example, confirming the need and closing with clear next steps for AHT, or empathy and structured clarity for NPS. YakTrak then links adoption and quality data to operational metrics so you can see which behaviours are associated with shifts in key measures.

Compliance requirements are included when behaviours are defined, including policy references and risk tags. YakTrak then captures coaching events, goals and evidence against those definitions, with role based access and audit trails so you can show how compliance related behaviours were coached, practised and verified.

Most teams involve GM Ops, L&D, QA/Compliance and selected team leaders. Together they scope the roles, agree the initial behaviours and align them with QA and measures, while YakTrak is configured to support the coaching rhythm and reporting that will sustain the framework after the sprint.

Sentiment tells you how a conversation felt. AI conversation assessment looks at what actually happened---whether key compliance and CX behaviours occurred, in the right moments, with the right intent.

The difference is specificity. Many AI models can summarise and score, but they often struggle to recognise nuanced behaviours reliably unless they're trained and calibrated to a clear standard. YakTrak uses micro-behaviour definitions (what "great" looks/sounds like) to guide and tune AI assessment---so outputs become more consistent, coachable and genuinely useful for QA, remediation and leader feedback.

We align AI and human evaluation to the same observable micro-behaviours.

We test calibration using structured samples, reduce ambiguity in definitions, and document standards clearly.

This builds confidence with leaders, agents, and governance stakeholders.

Yes.

This approach is tool-agnostic and works alongside platforms such as Amazon Connect, Contact Lens, Genesys, and other AI or QA systems.

We don't replace your technology stack.

We strengthen how it translates into behaviour change.

No. YakTrak is optional.

We design the behavioural standards and calibration system first.

Tools --- including YakTrak --- are used to support visibility and embedment once the system is clear.

If you already have AI or QA platforms in place, we work with them.

You'll need a project lead who can dedicate approximately half a day per week for 3--6 weeks.

This person works with us to define behaviours, review calibration samples, and align AI outputs to your standards.

Importantly, this process doubles as capability uplift --- your internal team leaves with the skills to maintain and refine AI evaluation going forward.

Most teams see improvements in:

• Evaluation consistency
• Calibration confidence
• Coaching clarity

within weeks.

Lag metrics follow once behavioural application becomes consistent.

We can work with de-identified interaction samples where required and follow your security and data-handling protocols.

All AI-supported evaluation aligns with your internal governance framework and applicable privacy obligations.

By defining behaviours clearly and linking findings to ownership and verification, you create a defensible remediation trail.

AI detection becomes traceable action --- not just reporting.

That gives leaders confidence when demonstrating oversight and control.

Start with the mechanism, not the promise. Look at whether your option can define micro behaviours, embed cadence, support structured coaching, verify practice and connect behaviours to outcomes. Then compare time to value, integration effort, security and total cost using a simple build vs buy scorecard.

Yes---if you already have a strong workflow engine, clear product ownership and stable coaching routines. But for most centres, a buy approach reduces risk, speeds adoption and provides consistent operating rhythms leaders can run without extra overhead.

Inconsistent behaviour definitions, weak cadence, free text notes, difficulty linking coaching to outcomes and long time to competence for leaders. Many teams try to stitch forms, tasks and BI together, but gaps appear when they need lineage, auditability or proof of behaviour change.

Leaders get one to one agendas, guided notes, nudges and clear practice commitments. They spend less time piecing together tools and more time coaching. They can also see adoption, verification and cadence across their team, reducing mental load and uncertainty.

It means every coaching goal and note is tied to a specific micro behaviour with an ID, examples and evidence. This makes it easier to measure adoption, track leader cadence and connect behaviour trends to conversion, retention or compliance without stitching together multiple systems.

IT needs confidence in security, SSO, APIs, hosting and audit trails, plus a data model that offers full lineage from behaviour definition to coaching event to outcome. They also look for admin level configuration so teams are not dependent on engineering for small changes.

Micro behaviours describe the specific actions that tend to shift a metric---for example "front load discovery" before a sales offer or "value re cap" in save conversations. Tracking adoption and quality helps teams see where those behaviours appear and how they relate to movement in outcomes.