Contact centres often confuse training with coaching. We explore the differences between the two and how they can help improve your compliance management. […]
Coaching or training? (And why it matters when you’re managing compliance)
Blogging is to writing what extreme sports are to athletics.
Andrew Sullivan
Contact Centres: The ‘no-time-to-coach’ approach is costing you dearly
Contact centre working environments are changing rapidly. YakTrak’s COO Brad Thomas explores how leaders are managing high attrition, high call queues and low service levels and unpacks the keys to connected leadership. […]
Avoiding the Great Resignation in your contact centre: leaders need coaching too
By investing in your leaders you’ll build capability, help your people flourish and can avoid the great resignation. […]
The keys to employee retention: strong management and the power of checking in
Contact centres can take purposeful, consistent and practical steps with existing employees to improve the employee experience – and improve retention.
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Conduct risk examples: how to mitigate the risk with culture, coaching and visibility
What is conduct risk, and what are conduct risk examples? To better understand conduct risk and how to tackle it, we have compiled a list of conduct risk examples and looked at what factors can help mitigate different types of conduct risk. […]
Can technology help to manage conduct risk?
Managing conduct risk continues to be a priority for organisations. The worst examples of improper conduct on the part of employees or leaders have seen organisations brought to their knees and serve as cautionary tales for today’s enterprises. […]
Exciting times ahead
At YakTrak, the team is back on board after a well-deserved holiday break. YakTrak COO looks at what’s coming up this year. […]
New year, new performance development plan
It’s the start of a new year and with that comes time to reflect, refocus and reset your employee performance objectives and associated performance development plans. […]
What a year… again
At this time last year, we toasted to what would surely be a better, easier, healthier year. What a fizzer that turned out to be. However, it goes without saying that it’s worth looking at the positives. […]
Employee development ideas for hybrid working environments
Many major Australian employers have moved to a hybrid working model allowing employees to split their time between their home office and the corporate office – but how can businesses progress their employee development ideas and programs in a hybrid environment? […]