GRIST

🎄To all those that we had the pleasure of crossing paths with in 2024, thank you for your support and encouragement. 2024 has been a year of transformation for many of our clients as it has been for GRIST and YakTrak. The unification of our two businesses means we have a singular vision on helping our clients build smarter, faster learning and development pathways that inspire engagement and performance. 2025 will be a year filled with new products and approaches that will help our clients harness the power of AI and build more engaged and capable workforces. From all of us at YakTrak and GRIST we wish you a very merry Christmas and a Happy New Year. 🎉 Peter Grist

🚨 Is your QA program helping agents grow—or just ticking compliance boxes? Customer expectations are higher than ever, and sticking to a compliance-only approach won’t cut it anymore. The solution? A coaching-driven QA strategy that: ✅ Builds critical skills like empathy and problem-solving ✅ Increases agent engagement and retention ✅ Delivers exceptional customer experiences 💡 Discover how to shift from compliance to coaching in our latest blog and unlock a pathway to excellence for your team. https://hubs.ly/Q02-SNZG0

🎄As we wrap up 2024, this month’s newsletter is all about reflection and looking ahead. We’re celebrating the insights from the Auscontact Excellence Awards, sharing strategies to master call centre QA, and reflecting on a transformative year for GRIST and YakTrak. With plenty of practical takeaways and a sneak peek at what’s coming in 2025, there’s something here for everyone. Dive in and let’s close the year on a high note! 🎶 GRIST eNewsletter - December 2024 — Grist Consulting https://hubs.ly/Q02_kVrn0

🎉Empowered by Data: Embracing AI tools for enhanced insight 🎉 AI tools are becoming essential in helping us understand data more effectively. By integrating AI into coaching, we can give agents better context and more targeted guidance to improve their performance. 💡Tip 1: Use AI to Identify Patterns in Performance Encourage agents to leverage AI tools to identify performance patterns they might not easily spot on their own. For example, AI can analise call data to highlight trends, such as peak call times or common customer issues, providing agents with actionable insights. 💡Tip 2: Integrate AI Insights into Coaching Conversations Incorporate AI-generated insights into coaching sessions to provide a deeper understanding of performance. Coaches can use AI to highlight specific areas where agents excel or need improvement, allowing for more targeted and actionable feedback. 📢Now try this with your team and see how data-driven decision-making can transform your approach! Don’t forget, every Tuesday at 10 a.m., we’ll be sharing insights on harnessing the power of data storytelling. Follow our GRIST page and click the bell to stay updated on our Tuesday Tips!

🚀 What separates good customer conversations from exceptional ones? The GRIST & Auscontact Association 2024 Excellence Awards Webinar uncovered the secrets behind award-winning service and sales teams like nib Group Travel and NobleOak Insurance. 🌟 From confident first impressions to tailored solutions and asking for the sale, it’s the small, thoughtful actions that drive big results. 🎯 Whether you’re looking to boost customer satisfaction, empower your team, or create standout experiences, these insights are for you. Ready to elevate your conversations? 👉 Read more and take your customer interactions to the next level! https://hubs.ly/Q02-hYkG0

Quality assurance isn’t just about ticking boxes—it’s the backbone of a high-performing call centre. Learn how to embed QA into your culture, enhance customer experiences, and drive agent growth with proven strategies and metrics that matter. In our latest blog, David McQueen discusses why quality assurance matters more than ever to the success of call centres. https://hubs.ly/Q02-SQzz0

🎉Empowered by Data: Data-driven goal setting 🎉 Setting goals based on data makes them clearer and more achievable. By using performance data to guide goal setting, coaches help agents stay focused on what really matters. 💡Tip 1: Align Goals with Key Performance Metrics Help agents set goals based on their key performance metrics, such as improving first call resolution or reducing handle time. By focusing on measurable outcomes, coaches ensure agents have clear, achievable targets. 💡Tip 2: Break Down Larger Goals into Actionable Steps Encourage agents to break down bigger goals into smaller, actionable steps based on their data. For example, if improving customer satisfaction is the goal, focus on specific actions like reducing wait times or addressing common customer concerns. This helps agents focus on meaningful, data-driven actions for improvement. 📢Now try this with your team and see how data-driven decision-making can transform your approach! Don’t forget, every Tuesday at 10 a.m., we’ll be sharing insights on harnessing the power of data storytelling. Follow our GRIST page and click the bell to stay updated on our Tuesday Tips!

🏆 What sets the #1 Sales and Service contact centres apart? In our webinar with Auscontact Association, we explored: ✨ Key conversation behaviours that elevate CX ✨ Trends and top practices from finalists ✨ Insights from winners NobleOak Insurance & nib Group Travel 💡 Want to take these insights to your team? Watch the full webinar now or download the insights report with an interactive action plan tool! https://hubs.ly/Q02-j01y0

🚨 Is your QA program helping agents grow—or just ticking compliance boxes? Customer expectations are higher than ever, and sticking to a compliance-only approach won’t cut it anymore. The solution? A coaching-driven QA strategy that: ✅ Builds critical skills like empathy and problem-solving ✅ Increases agent engagement and retention ✅ Delivers exceptional customer experiences 💡 Discover how to shift from compliance to coaching in our latest blog and unlock a pathway to excellence for your team. https://hubs.ly/Q02-j01s0

🎉Empowered by Data: Tracking and celebrating data-driven wins 🎉 Tracking progress through data is a powerful way to stay focused on improvement. By recognising these small successes, coaches can boost morale and keep agents motivated to continue improving. 💡Tip 1: Track progress with key metrics Encourage agents to track their performance metrics regularly. By focusing on key data points, such as improved first call resolution or faster handle times, coaches can highlight progress and keep agents motivated. 💡Tip 2: Share wins across the team Encourage agents to share their data-driven successes with the team. Celebrating these wins collectively fosters a sense of shared achievement. This aligns with GRIST’s collaboration principle, building a culture of teamwork and collective growth. 📢Now try this with your team and see how data-driven decision-making can transform your approach! Don’t forget, every Tuesday at 10 a.m., we’ll be sharing insights on harnessing the power of data storytelling. Follow our GRIST page and click the bell to stay updated on our Tuesday Tips!