Mark Pereira

Mark Pereira is a learning and development professional, trainer, and on-site supervisor who writes the Coach's Corner column for Contact Center Pipeline, with more than forty articles on agent coaching, QA, workforce management, employee engagement, remote team management, and contact center culture. He is a Certified Professional Trainer, Certified Customer Service Professional, and Modern Classroom Certified Trainer, with an academic background in commerce and in innovative education and teaching. He coaches agents directly and writes from the call floor rather than the strategy deck. Based in Indianapolis.