MARK PEREIRA
FEATURE
CONVERSATION WITH THE COACH
INSIGHTS ON HOW TO BEST EQUIP AGENTS TO MEET CHANGES AND CHALLENGES .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH MARK PEREIRA
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Mark Pereira is one of Contact Center Pipeline ’ s most prolific contributors . And for good reason . The author of our “ Coach ’ s Corner ” column , along with numerous articles and participation in others , Mark provides thoughtful , in-depth observations , analysis , and advice that have been gathered from , honed on , and proven on the call floor .
I recently had a virtual conversation with Mark to find out more about his contact center background and the changes and trends he sees affecting the industry . Along with recommendations to help supervisors and managers deliver the best customer experience ( CX ) through their agents .
MARK PEREIRA
TELL US ABOUT YOUR CONTACT CENTER CAREER . HOW DID YOU BECOME A COACH , TRAINER , AND LEADER ?
A : On December 10 , 2007 , I started training as a call center agent , which enrolled Indiana Medicaid members with a managed care health plan . Most Medicaid members get enrolled with a health plan to coordinate their healthcare services , such as transportation rides and help with prescriptions , to name a few .
As time passed , I found my stride in the role , becoming proficient enough that the center entrusted me with mentoring new agents . Guiding them through the ropes of the job was rewarding ; it felt a bit like being Yoda from Star Wars , minus the wrinkles and with a bit more height .
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