Turning QA into action: what nib’s MyFocus pilot actually changed
Most contact centres have QA and performance data, but turning that into consistent behaviour change is harder.
AWS + YakTrak MyFocus
In this interview, nib reflects on how MyFocus helped bridge that gap by linking micro‑behaviours to daily goals and coaching.
Watch to see how making performance visible in one place changed how agents and leaders approached improvement day to day.
If you’re looking to connect QA to real performance improvement:
Explore the MyFocus case study results
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