Get Out of Wrap - Contact Centre Chat24 Apr

#259 - R.E.N the AI coach in the room - fixing burnout before it's too late. With Maria McCann & Kathryn Simons-Porter

What if every contact centre agent and team leader had access to an on-demand AI coach — right in the moment they needed it most?

In this episode of Get Out of Wrap, Martin is joined by Kathryn Simons-Porter, founder of Flourish Business Consulting, and Maria McCann of NES Wave, for a genuinely groundbreaking live experiment.

They introduce R.E.N (Reset. Engage. Navigate.) — an AI coaching tool built specifically for contact centre teams. Grounded in emotional intelligence, transactional analysis, and the GROW coaching model, R.E.N is designed to give frontline agents and team leaders real-time support, guidance, and resilience — without waiting for a manager to be free.

The stats are hard to ignore: absence rates in contact centres are running at three times the business average, 83% of agents say their mental health is being affected, and difficult conversations are being avoided every single day. R.E.N was built to change that.

Watch live as Maria coaches R.E.N through a real workplace scenario — a manager overriding an agent's decision — and see how it navigates the conversation with calm, clarity, and emotional intelligence.

This is contact centre wellbeing, reimagined.

🎙️ Guests: Kathryn Simons-Porter (Flourish Business Consulting) & Maria McCann (NEOS Wave) 📬 Get involved: Connect with Kathryn on LinkedIn or email kathryn.simons-porter@flourishbusinessconsulting.co.uk

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