Blogs
Employee coaching
Our take on contact centre change: trends that matter, behavioural insights in plain English, practical tools to apply, and field notes on what works, what doesn’t, and why.
When coaching conversations are free to be coaching conversations
Great coaching conversations happen when people can focus on the discussion, not the note-taking.
When memory becomes the weakest link in coaching
By turning coaching conversations into a reliable record of insights, actions and outcomes, organisations can create more consistent pathways to lasting behaviour change.
Turning coaching conversations into action
Great coaching conversations don't create change on their own. Turning insight into action requires clear follow-through, accountability and visibility beyond the session itself.Learn how YakTrak's Coaching Transcribe & Summarisation helps organisations capture key insights, reinforce commitments and drive lasting behaviour change.
Turn CX assessment into real performance improvement
MyFocus turns QA/CX assessment into practical, day-to-day improvement. It helps consultants choose a KPI, focus on key behaviours and use real call data to track progress, giving leaders and agents clearer visibility of what to coach and what to improve.
Turning QA into action: what nib’s MyFocus pilot actually changed
What happens when QA stops being retrospective reporting and starts driving daily action?
In this interview, nib shares how combining Amazon Connect and YakTrak MyFocus helped turn micro‑behaviour data into visible goals, stronger coaching and measurable performance improvement.
Did something here connect with a challenge you’re working through?
The next step is to look at how the ideas translate into day-to-day practice. Talk with a consultant about your situation or book a demo to see the platform in action.