In this Coach’s Corner, our CEO, Dan McCann, sat down with Jason Heil, co-founder, CEO, and Managing Partner of Redial. Jason shares the coaching philosophies and training practices that helped Redial grow from a nearshore provider in Mexico to operations in South Africa and the Philippines.
Together, they dive into:
- How Redial uses role-playing and simulation during the nesting phase to help agents build confidence before taking live calls.
- How speech analytics can identify whether an agent has a “skill or will” issue, and provide insights that inform more targeted, individualized training.
- Why recognizing how people learn differently can help organizations tailor coaching and training to the individual.
- How continuous practice, repetition, and increasingly challenging scenarios can help people develop skills and prepare for real-world performance.
- The parallels between developing contact center agents and elite athletes, including the importance of obsession, consistent practice, and learning from every performance.
