Real-time coaching – a Total Quality game plan

Available On-Demand

Traditional quality programs are no longer match fit. It’s time to capture digital channels and evaluate 100% of customer interactions. To be at the top of your CX game, you need a Total Quality approach – and embrace real-time coaching to power agents’ performance.

During this timely webinar, we speak to original Lioness and international football legend – Rachel Yankey. Having not hung up her football boots entirely, the pundit and coach is now training the next generation of soccer superstars. Together, we explore:

  1. The benefits of real-time coaching on and off the pitch
  2. How real-time feedback boosts morale and enhances performance
  3. How to tailor coaching styles to the needs of your team
  4. Ensuring interactions drive positive outcomes for all.

Don’t miss out on this winning webinar at 10am GMT on 7th December. It’s got everything you need to transform your traditional quality program to total quality success. Register today.


Rachel Yankey
Head Coach, London Bees  

Rachel Yankey was the first professional female player registered in England – and arguably one of the most successful internationally. Rachel enjoyed a strong career for Arsenal, Laval Dynamites Fulham, Birmingham, New Jersey Wildcats and Notts County. She’s been capped 129 times for England and appeared as part of Team GB for the London 2012 Olympic Games. More recently, Rachel was appointed as Head Coach for the London Bees. Her vast experience on and off the pitch has led to hosting events and work as a pundit (you may have seen Rachel on Sky Sports). Yankey is renowned for talking about topics including peak performance, coaching, teamwork and leadership.

Martin Melis   
Specialist, Verint

Martin Melis expertise in tech straddles in the Benelux, France, Nordics and Eastern Europe regions. In addition to his extensive CX knowledge, Martin had a very famous gym teacher whilst he was at high school – current England football coach, Sarina Wiegman!

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