Blogs
QA remediation / closed-loop QA
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.
Stop debating scores, start improving daily
MyFocus helps contact centre teams move beyond score-first QA/CX assessment. It turns performance data into a daily improvement loop, helping consultants choose a KPI, focus on one high-impact behaviour and track progress using real-time behavioural data.
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.
Mastering call centre quality assurance: your ultimate guide to success
Quality assurance creates more value when it connects insights to coaching and behaviour change. This article explores QA frameworks, key metrics, quality control, compliance and structured workflows that help contact centres turn findings into clearer, more consistent customer outcomes.
Compliance in contact centres: from periodic checks to a system of application
Compliance is easier to sustain when leaders can see, coach and evidence risk-critical behaviours every week. This article explores how micro-behaviours, ACDC coaching and closed-loop remediation help contact centres move from periodic checks to verified action.
Conduct risk management for regulated contact centres
Conduct risk is easier to manage when policies are translated into clear behaviours. This article shows how micro-behaviours, ACDC coaching, evidence capture and audit-ready reporting help teams move from detection to verified resolution.
Compliance management for regulated contact centres
Compliance is easier to manage when risks are translated into behaviours leaders can coach and verify. The article shows how micro-behaviours, ACDC coaching, closed-loop remediation and audit-ready evidence help contact centres move from detection to resolution.
Compliance management for conversations: from detection to resolution
Compliance improves when QA findings become owned actions with coaching, verification and evidence. This article explores how micro-behaviours, ACDC coaching, dashboards and audit-ready records help regulated contact centres move from detection to resolution.
Conduct risk under control: a closed-loop remediation system your auditors will trust
Conduct risk improves when QA findings become owned actions, not disconnected tasks. This article shows how micro-behaviours, coaching cadence, evidence threads and audit-ready reporting help regulated contact centres move from detection to verified remediation.
Did something here connect with a challenge you’re working through?
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