In this Coach’s Corner, our CEO, Dan McCann, sat down with Mariano Tan, CEO of Prosodica, an AI analytics platform that helps contact centers turn data into real behavior change. Mariano’s path here wasn’t a straight line, and that outsider’s lens shapes how he thinks about coaching today: less about scorecards, more about causality, evidence, and deliberate practice.
Together, they dive into:
- Why coaches need coaching just as much as the agents they manage.
- The problem with coaching from convention instead of coaching from evidence, and why one focused behavior beats a scorecard full of deficiencies.
- What AI really takes off agents’ plates and how it can prepare coaches for the conversation, without replacing the human moment itself.
- Why deliberate practice (not repetition) is what actually builds “muscle memory.”
