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
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
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.
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.”
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.
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.
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:
ABC: Always Be Curious. Ask beyond the metric—what’s really going on?
Be genuine & authentic. Trust fuels change.
Coach performance and potential. Today’s role is a springboard.
Identity matters: Coach people into seeing themselves as problem-solvers.
Match method to gap: Use a common playbook (e.g., accountability vs. hot lap).
Close the loop: Unite QA → Coaching → Performance with shared data.
Simulate deliberately: Target drills to the exact behavior; re-measure.
Lead with care: Curiosity + empathy turns insights into lasting change.
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
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