Training is happening. Results aren’t moving.
Week to week, learning is being provided, but capability still isn’t showing up consistently enough in daily work to shift the metrics that matter.
Busy training. Flat scorecards.
New hires take too long to reach competence. Good practice appears in pockets, but not consistently enough at scale. Teams stay busy, refresher training keeps coming, and the behaviours that lift AHT, FCR, CSAT, conversion and risk outcomes still aren’t showing up reliably enough in daily work.
“We can keep rolling out training, but what I need to know is whether it’s actually changing how people work day to day and improving the outcomes we care about.”
Head of Performance, Energy Retailer
Take the capability stickiness assessment
Answer a few quick questions to see how well new skills are being reinforced, applied, tracked and sustained in day-to-day work.
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Why the scorecard doesn’t move
Symptoms
What you're seeing
New hires take too long to contribute and experienced staff still need regular refreshing.
One team gets traction, the next doesn’t. Good days don’t repeat consistently enough at scale.
Calendars are full, commitments fade, and the same capability gaps keep reappearing.
AHT, FCR, CSAT or conversion may shift briefly, but the gains don’t hold.
You can report completions, but not always observable behaviours tied to outcomes.
Root causes
What’s behind it
Behaviours aren't clearly defined meaning they can't be measured, coached and linked to the metrics that matter.
It’s hard to see whether new skills are showing up consistently in daily work.
L&D may deliver the learning, but operational leaders don’t always own embedment.
Training happens, but without consistent coaching and development in the flow of work momentum for change stalls.
Goals sound good, but don’t guide practice, coaching or follow up clearly enough.
Without reinforcement and feedback, old habits return quickly.
Delivery pressure keeps pushing practise and follow up aside.
What changes when capability sticks
New skills show up faster in day-to-day work, so people become effective sooner.
Good practice shows up more reliably across teams, not just in pockets.
Because the right behaviours are being practised and reinforced, gains are more likely to hold.
Leaders can see clearer evidence that learning is landing and improving outcomes.
A faster, smarter pathway forward
YakTrak brings GRIST’s behavioural science into the flow of work. It helps make the right behaviours clear, makes improvement easier to see, and strengthens coaching, feedback and follow up with AI. The result is a faster, smarter pathway from learning to daily application, stronger performance and results you can actually see.
Define what good looks like
Turn broad capability into clear micro-behaviours people can see, practise and improve.
Make improvement visible
Give learners, leaders and L&D clearer visibility of what is changing, what is sticking and where support is needed.
Strengthen feedback and follow up
Use AI to return more useful guidance, coaching support and next-step feedback to both the learner and their leader.
Build habits in the flow of work
Reinforce small steps through practise, coaching and operating rhythm so behaviour change holds over time.
CASE STUDY
Turning behavioural inputs into scorecard uplift
nib shifted from metric-led management to behaviour-led coaching, using disciplined rhythms, calibrations, and analytics to consistently lift the inputs that move results.
The outcome: #1 Australian Sales Contact Centre three years running, with stronger sales performance, member experience, and engagement.
“People were much were much more comfortable with having conversations about the behaviours that drive performance rather than just focusing on numbers, transactional, numbers focused conversations wasn’t what our teams wanted to be doing, so we saw great adoption and quickly realised the benefit of the LEAP program.”
Contact centre sales manager
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