Revolutionizing Contact Centres: GRIST and YakTrak's Game-Changing Partnership

Melbourne, Australia – Contact centre leaders are being asked to do more than ever: reduce churn, improve compliance, and coach their teams to deliver amazing customer experiences and organisational results; all while navigating complex, highly regulated environments.Now, leaders have a structured, smarter way to drive real change.GRIST Consulting, a leader in behavioural change and people development, and YakTrak, a pioneering coaching intelligence platform, have officially joined forces—bringing faster, smarter pathways to leadership effectiveness, coaching precision, and compliance automation in contact centres.“This isn’t just another merger—it’s a step change in how contact centres develop their people, embed compliance, and drive performance at scale,” said Peter Grist, Managing Director of GRIST & YakTrak. “For the first time, leaders will have a clear, structured roadmap to build coaching capability, improve conduct risk compliance, and measure behaviour change with real precision.”Why this changes the game for contact centres✅ YakTrak powered coaching precision – GRIST defines what ‘great’ looks like, AI provides goal feedback while YakTrak provides the structure, discipline, and visibility needed to embed sustainable skill development. ✅ Real-Time Coaching & Leadership Insights – Leaders gain instant visibility into team development, coaching effectiveness, and performance improvement trends. This accelerates onboarding, develops high performers faster, and aligns people and teams to deliver results. ✅ Automated Compliance Remediation – Once compliance or QA risks are flagged, YakTrak provides the structured remediation process, ensuring faster correction and reduced regulatory exposure. ✅ Seamless Integration with CCaaS – Future integration with CCaaS platforms like AWS, Verint, Genesys, and NICE will automate QA processes and enable direct coaching-to-performance tracking, closing the gap between learning and execution. What it means for contact centres in highly regulated industries - Smarter compliance, less manual effort – YakTrak automates compliance assessment and remediation workflows, reducing regulatory risk while saving leaders time and effort. - Certainty of improved performance – GRIST + YakTrak provide data-backed insights that improve FCR, AHT, CSAT, sales conversions, and employee engagement—giving leaders clear visibility into what’s working and what’s not. - Faster onboarding, lower attrition – Structured, trackable coaching workflows and real-time insights help leaders accelerate skill mastery, improve speed to competency for new hires, and increase overall retention. - Better coaches & more engaged leaders – Leaders gain real-time insights into coaching effectiveness, enabling them to build stronger coaching habits, drive more meaningful conversations, and foster higher engagement. - Seamless integration across coaching, compliance & performance – YakTrak eliminates silos by providing one single platform for coaching, compliance, and performance tracking, ensuring leaders have a single source of truth for workforce development. What clients can expectReal business impactGRIST & YakTrak are already transforming contact centre performance. Leading organisations in banking, insurance, and energy—including IAG, Energy Australia, and nib—are seeing measurable results: - 68-second reductions in average handle time (AHT), helping teams resolve customer issues faster. - Double-digit increases in first contact resolution (FCR), improving service quality and reducing repeat calls. - 10% uplift in net promoter score (NPS), strengthening customer trust and loyalty. - 79% of users report greater coaching accountability, ensuring leaders actively develop their teams. What’s driving these results? - GRIST provides clarity and focus – GRIST’s IP defines what great looks like, ensuring both team members and their leaders are aligned on expectations and performance