Blogs
Leadership development
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.
How micro-behaviours together with AI can unlock performance
Coaching vs mentoring in contact centres: which to use when
Coaching vs mentoring: what frontline leaders need to know
Coaching skills: build leaders who build capability
Coaching mindset: when to coach it and how to make it stick
Mindset shifts land when beliefs turn into visible actions leaders can observe, coach and verify on real calls. This piece helps GM Ops distinguish skill gaps from mindset issues, convert beliefs into micro‑behaviours and embed a rhythm that makes adoption measurable across AHT, FCR, NPS, conversion, retention and compliance.
Coaching essentials: goals, cadence and support that stick
Call centre coaching that improves AHT, FCR and retention
Call centre coaching improves faster whenleaders focus on one behaviour at a time and verify it on real calls. Thispiece outlines why coaching often stalls, how GRIST and YakTrak turn skillsinto observable micro‑behaviours with a weekly rhythm, and how linkingbehaviour data to AHT, FCR and retention helps teams make measurable, groundedprogress.
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.