Coach’s Corner Ep. 3: Human-First Coaching with Etech’s Chris Basile

Overview

In Episode 3 of Coach’s Corner, host Dan McCann talk with Chris Basile, AVP of Operations & Training at Etech. Chris started on the phones and now leads programs that blend human-first coaching, structured methodology, and AI-powered insights to build confident, high-performing contact center teams.

🎧 Listen now: Coach’s Corner — Episode 3

Meet the Guest: Chris Basile

• Role: AVP, Operations & Training at Etech

• Background: 25 years in CX, from agent to leader—passionate about people development.

• Coaching ethos: “They don’t care how much you know until they know how much you care.” —John Maxwell

• Guiding principle: “People will never forget how you made them feel.” —Maya Angelou

“We’re not just managing call queues—we’re powering human connection.” — Chris Basile

Human-First Coaching: From Skills to Identity

Chris separates talent development (fundamentals and process) from strategy/game-planning (how to exceed goals consistently). The mindset shift: agents aren’t “just call center reps”—they’re problem-solvers, relationship builders, and future leaders. Coaching should help them see—and act on—that identity.

Translate to CX:

• Talent development: tool fluency, process mastery, baseline behaviors.

• Strategy & game-planning: personalized routines, goal maps, and momentum rituals.

Structure That Scales: Etech’s Coaching Methodology

At Etech, coaching isn’t a “drive-by” chat—it’s a common language and toolkit:

• Trusted Advisor program standardizes how leaders coach.

• Playbook includes targeted formats (e.g., direct model feedback, accountability sessions, hot laps) so managers “treat the broken arm,” not the ankle.

• Everyone aligns on who to coach, what to coach, and how to coach—so actions match the actual gap.

“Intention matters. The method must match the moment.”

Data + AI, Still Human in the Loop

Chris has lived multiple tech waves—from early chatbots and call recorders to modern speech analytics and AI. Today, tools surface patterns at scale so coaches can act precisely:

• QEval (Etech’s platform) connects quality, coaching, and performance improvement into one feedback loop.

• Heat maps track ~32 variables per agent to pinpoint specific behaviors and moments.

• AI answers who/what/how; the coach brings context, empathy, and commitment.

Why human still matters: Data can’t see life stressors (eviction, divorce, burnout). Coaches must blend facts with care and curiosity to create sustainable change.

Practice Makes Confident: Training and Coaching Simulations with SymTrain

Etech layers SymTrain scenarios into its six‑spoke coaching cycle so agents practice exactly what the data reveals:

• Assign targeted micro-drills for the specific behavior gap.

• Re-test to confirm improvement; escalate to different coaching tactics if progress stalls.

• Keep practicing on internal customers before touching live customers.

Building Leaders: Invest Before You Withdraw

With 600+ front‑line leaders, Etech runs continuous leadership development and continuing education. Chris’s metaphor: like a bank account, you must make deposits (training, mentoring, career paths) before attempting withdrawals (accountability, stretch goals).

Coach’s checklist:

1. ABC: Always Be Curious. Ask beyond the metric—what’s really going on?

2. Be genuine & authentic. Trust fuels change.

3. Coach performance and potential. Today’s role is a springboard.

Fun Bits

• Football allegiance: Proud Bills Mafia fan—though he displays a Chiefs sign in his office because a client gifted it and asked him to.
  
• On TV: Once appeared on Flipping Las Vegas, even earning a temporary SAG card.
  
• Favorite book: The Four Agreements — a guide to personal integrity and leadership.
  
• Favorite movies: My Cousin Vinny and Goodfellas (a nod to his Italian heritage).

5 Takeaways for CX Leaders

1. Identity matters: Coach people into seeing themselves as problem-solvers.

2. Match method to gap: Use a common playbook (e.g., accountability vs. hot lap).

3. Close the loop: Unite QA → Coaching → Performance with shared data.

4. Simulate deliberately: Target drills to the exact behavior; re-measure.

5. Lead with care: Curiosity + empathy turns insights into lasting change.

About Coach’s Corner by SymTrain

Coach’s Corner explores how elite coaching—from sports to CX—combines human insight with AI to build confident, resilient performers. Hosted by Dan McCann.

Episode credits

• Hosts: Dan McCann

• Guest: Chris Basile, AVP Operations & Training, Etech

• Producer: SymTrain

Have thoughts on this episode? Leave us a comment in the form at the bottom of the page—we’d love to hear your feedback and questions.