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In this episode of Coach’s Corner, SymTrain CEO Dan McCann sits down with Tamara Schroer—VP of Education & Development at Working Solutions—to unpack a deceptively simple idea: if you want performance, you must practice more than you teach.
In Episode 6 of Coach’s Corner, hosts Dan McCann and Ian Hall sit down with Brian Gaine, Assistant General Manager of the Buffalo Bills. A former tight end (and Dan’s high-school teammate), Brian has spent 30+ years in NFL personnel and scouting. He unpacks how preparation, a growth mindset, and data-driven decisions shape winning teams—and how those same principles map to AI coaching in contact centers.
In Episode 5 of Coach’s Corner, hosts Dan McCann and Ian Hall talk with Brian Riley, who led Army Hockey for over three decades and carried on his family’s 75-year legacy at West Point. Brian reflects on coaching, leadership, and the lessons of two former players—Major Thomas “TK” Kennedy and 1LT Derek Hines—who were killed in action.
In Episode 4 of Coach’s Corner, host Dan McCannwelcome James Chaffin, Speech & Quality Manager at Revenue Group—and an unexpected coffee coach. James shares how QA, analytics, and simulation based training boost agent performance, while his coffee hobby offers surprising parallels to AI coaching.
Episode 2 of Coach’s Corner brings baseball to the spotlight. Host Dan McCannreconnect with longtime friend Mike Venafro—a 13‑season MLB pitcher and current professional scout for the San Diego Padres. From walk‑on at James Madison University to pitching in Yankee Stadium, Venafro’s story is one of persistence, adaptability, and a relentless drive to improve. Along the way, he shares lessons on coaching, analytics, talent development, and mindset that apply equally to the ballpark and the contact center.
In the inaugural episode of Coach’s Corner, SymTrain CEO Dan McCann and CMO Ian Hall sit down with Bobby Brown—Director of Golf at Tashua Knolls Golf Course (Trumbull, CT) and a veteran PGA teaching professional—to explore how great coaching creates confident performers. From long-term relationships and the mental game to simulation and technology, Bobby unpacks what it takes to turn potential into repeatable excellence—on the course and in the contact center.