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About Us
FirstLineCoach is a set of innovative software components designed to help your Team Leaders improve your business.
The solution has been built from the ground up to operate effectively within a busy and rapidly changing contact centre environment. Designed for Team Leaders and Coaches, by expert coaches.
Our team are supporting customers every day to deliver results.
We are pleased to give you a little of the background on the team behind First Line Coach.
Our Experienced Team
Cormac is the Managing Director of First Line Coach. He has been working in change and coaching for over 30 years and specifically in Customer Experience change for the last 20 years. Cormac is the original designer of Learning Teams and has delivered successful programmes to AIB, Scottish Life, CIE Tours, Wheatley Group and others.
Áine is our head of coaching in the UK. Áine is based in Edinburgh and has over 30 years experience in firstly teaching and now coaching. Áine has published papers on mindfulness and its application to coaching. Áine has a particular interest in the application of coaching to support services for charities and the public sector.
Gillian has a rich background in the insurance and customer service industries, specializing in coaching and complaint management. Gillian previously held pivotal roles at Aviva/Friends First Life Assurance. Here, she notably led the Customer Culture Change Programme (CusP), a group coaching initiative, which she rolled out within the Customer Service Division, impacting over 100 staff. Her extensive experience spans managing complex complaints, relationship management with the Financial Service Ombudsman Bureau, and the development and delivery of specialized training programs. Additionally, she’s a Qualified Financial Advisor in Ireland and a member of the Pension Foundation.
(Levente) serves as the Chief Technology Officer at First Line Coach, with over 15 years rooted deeply in the technology sector. Central to his expertise is his adeptness at conceptualising and refining platforms, evident in his experience in the development of a multi-tenant, multi-brand behavior platforms. Alongside this, Levente possesses a profound understanding of GDPR, ensuring each project he oversees aligns with stringent data protection protocols.
Machine learning is a domain Levente navigates with a practical touch and now underpins many of the most innovative elements within FirstLineCoach.com, ensuring they remain both cutting-edge and applicable. Levente’s in-depth knowledge of document scan processing, especially concerning the intricacies of QR codes, showcases a holistic approach to technology integration in the product.
See Why Leading Companies Choose Us
“We have used FirstLineCoach.com to really make a big difference in how we handle complaints. After an initial trial phase we stopped using the FLC system for 6 months to re-organise and during this period we dropped 25 NPS points. Once we started using First Line Coach again the scores came right back up. I can hear the difference every day in the calls staff make and I can track that coaching is really happening.”
Head of Complaints, Irish Retail Bank
We use FirstLineCoach.com extensively to help our team leaders coach our staff across multiple client accounts. It requires our junior leaders to really think about coaching in a structured way. The other solutions we have tried stopped at the metrics, but this way really helps with the coaching conversations.
John O’Sullivan (COO Zevas)
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