Stop debating scores, start improving daily

The problem with score-first quality

Too often, quality and CX assessment in contact centres turns into a ritual: review a handful of calls, argue over the score, calibrate, repeat. A lot of effort goes into deciding whether someone got an 82 or an 86. Very little of that energy helps someone perform better on their next conversation.

That’s the angle behind MyFocus, YakTrak’s newest platform feature. Instead of treating quality as a rear-view mirror, it turns performance data into a simple daily improvement loop.

What changes when the goal is improvement, not just evaluation

Leaders feel this problem most acutely. They’re frequently stretched, feedback is delayed, and quality data exists but doesn’t easily translate into action or performance uplift. This then compounds:

• Leaders know coaching matters, but waste time hunting for the right moment to coach

• Consultants get feedback too late to do much with it

• Quality teams generate insight, but frontline teams don’t get a clear next step

• The business wants more consistency, without creating more admin

MyFocus changes that by making improvement much more practical. This is how it works:

• The consultant chooses the KPI that matters most so the focus is tied to a real outcome

• MyFocus identifies the few behaviours that actually move the outcome, rather than overwhelming consultants with a long list

• The consultant then picks one behaviour to work on now so the goal is clear and manageable

• MyFocus tracks progress daily; from both what the consultant is doing (the behaviour) and how it’s impacting the outcome so a consultant can adjust their approach

This process becomes a repeatable cycle of focus, action, feedback and improvement.

How we set up MyFocus to your requirements

For the organisation, the power of the MyFocus feature is in the ability to customise it to the KPIs and behaviours that matter to you. We work with to you:

1. Define the outcome: we work with you to define the metrics that matter to you.

2. Align and train behaviours: we align high-impact CX behaviours to the metrics that matter, then work with you to train your CCaaS AI to pick up these behaviours on your calls.

3. Surface the data: YakTrak pulls the data together, giving leaders and consultants real time transparency on the outcomes and aligned CX behaviours in one place.

4. Create focus: YakTrak’s MyFocus guides the consultant through the process to choose a KPI, pick a high-impact behaviour and track progress daily.

5. Uplift performance: small wins compound when people can see progress day by day.

Why this matters

When teams stop obsessing over QA/CX scores and start creating a daily improvement habit, a few important things happen.

• Coaching gets sharper; leaders spend less time searching and more time helping.

• Feedback becomes useful, because it arrives quickly enough for people to act on it.

• Improvement feels achievable, because one behaviour is far easier to change than an entire scorecard.

• Ownership lifts; consultants can see what they’re working on, why it matters, and whether it’s improving.

• Quality becomes operational, not just something measured in hindsight, but something improved in the flow of work.

The bigger shift

This is where the combination of AI-powered assessment and YakTrak’s coaching workflow becomes powerful. One helps identify behaviour patterns at scale. The other turns those patterns into a clear next action for the person doing the work.

So instead of quality living in calibration sessions, spreadsheets or score disputes, it becomes part of the daily rhythm: focus on one thing, practise it, get feedback, repeat. It helps teams stop debating performance after the fact and start improving it while there’s still time to make a difference.

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See the full case study here

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