Andrew Sullivan
You would be hard pressed to find a human being or business that hasn’t been impacted by the year that was. YakTrak and our team are no exception. I could write about how amazing our team has been with the transition to working from home and handling it all like absolute champs. I could talk about how lucky we are to have a product that, unbeknown to us at inception, supports organisations working from home during a pandemic. […]
As we’ve seen this year businesses need to be ready for the unexpected. COVID-19 has shown how organisations can be vulnerable to external threats, and, perhaps more importantly, how an organisation’s ability to respond to changed circumstances can mean survival. The businesses that have been able to swiftly shift operational models, ‘pivot’, or even reinvent their business strategy have been better placed to withstand the impacts of the pandemic. […]
Is your organisation tied to the idea of holding performance management reviews with your team once or twice a year? It might be time to consider if your reviews are delivering on their good intentions. […]
Businesses know they need to meet compliance requirements, but having visibility and clear paths for remediation can prove tricky.
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Over the last few years, there has been increasing pressure for transparent governance, culminating in an unpreceded swath of royal commissions, reviews, recommendations, and new regulations. As a result, multiple sectors in Australia are in crisis, in large part driven by challenges to set up appropriate risk management systems and respond in line with community expectations. […]
Three years ago, EnergyAustralia set a goal to become one of Australia’s top 5 contact centres. In June they took the number 1 spot. Read on to discover how an employee coaching strategy helped EnergyAustralia to outrank more than 60 contact centres. […]
I have spent a lot of time reflecting on how to shift behaviour to drive performance over the years. I’ve worked side-by-side with many of Australia’s most recognised brands to improve employee outcomes and I keep coming back to the same answer: Most organisations know what needs to be done but executing consistently proves to be really hard work. […]
Data breaches can cause financial loss and damage your brand’s reputation – protecting your business is critical. At YakTrak we’ve built a new data leakage prevention function to protect the critical information you work with from being intentionally or unintentionally transmitted to a 3rd party. This means that while your employees are engaged in on-the-job coaching you can have peace of mind that the business-critical, sensitive, confidential and regulated information they work with won’t be leaked. […]
We weren’t sure what impact that COVID-19 and enforced isolation would have for our clients in the finance, energy and insurance contact-centre industry. Working with highly regulated industries we knew our clients couldn’t afford to take their eyes off conduct risk, compliance workflows, employee performance and people development. But we didn’t know how that would play out. […]