Turn CX assessment into real performance improvement
MyFocus helps contact centre teams turn QA/CX assessment into daily, behaviour-led improvement. Instead of waiting weeks for feedback or debating scores, consultants can choose a KPI, focus on a small set of high-impact behaviours and use real call data to track progress. The article explains how MyFocus shortens the feedback loop, supports clearer coaching and helps consultants build ownership of their own performance, with nib Group showing how small micro-behaviours can become practical daily habits.
Revolutionise consultant performance through CX assessment
MyFocus is a YakTrak platform feature that’s a way of turning QA/CX assessments from a slow, manual debate into something people can improve day to day using real time behavioural data.
This is a pain point most contact centres know too well: quality assessment often becomes a process where people spend more energy disputing scores than developing capability.
On the ground, that pain point has real consequences:
1. Leaders lose time finding what to coach on. Sometimes mining through calls for hours to find a coachable moment.
2. Consultants often wait weeks for feedback. And even when it arrives, it can feel like the system is catching them out, rather than helping them improve.
3. Performance doesn’t improve. In absence of clear direction, coaching and real-time feedback, the customer experience is unlikely to change.
That’s the problem YakTrak’s MyFocus is built to solve: shorten the feedback loop, remove the bias, and make improvement practical and customer-focused.
What the MyFocus feature is (and what it does)
At a simple level, MyFocus connects three things:
• A clear definition of what good looks like (behaviours linked to performance outcomes)
• Consistent detection of those behaviours at scale using AI
• Timely feedback that feeds into a focused development plan owned by the consultant
Contact centre consultants are inundated with data. But instead of dumping a long list of ‘what to do differently’, MyFocus maps key behaviours to the KPIs on a consultant’s scorecard, so their goal and coaching focus is always tied to the outcome they’re trying to shift.
This means from the consultant’s perspective, the experience is intentionally simple:
1. Choose a KPI to improve
2. Get a short list of high-impact behaviours (typically five)
3. See how often you’re demonstrating them based on real call data
4. Focus on one behaviour, set a daily goal, and get next-day feedback on progress
Why it works
This approach works because it shifts the focus from retrospective evaluation to daily behaviour change.
When feedback is immediate, specific, and tied to outcomes, consultants can adjust quickly, build self-awareness, and develop skills that stick.
The impact at nib Group
For nib, MyFocus didn’t just improve visibility, it changed the process and speed of skill development. This translated in a measurable uplift in performance.
See the full case study here
Frequently asked questions
Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.
TraditionalQA is retrospective and sample-based. MyFocus uses real-time behavioural data fromQA/CX assessments to provide continuous, actionable feedback.
It strengthens and enhances it. Leaders spend less timefinding examples and more time coaching what actually matters.
Aspart of the MyFocus setup, YakTrak works with you to train Amazon Connect AI todetect high-impact behaviours tied to your key KPIs consistently at scale,reducing subjectivity compared to manual scoring.
Typicallyfive are identified, but only one is actively targeted at a time to keepimprovement manageable and sustainable.
Becausefeedback is near real-time, consultants can see changes in behaviour frequencyday-to-day.
No. MyFocus is designed to simplify focus, not add noise. It intentionally limitsscope to one key behaviour at a time.
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