CCMA Members Forum - How to Grow Sales and Retention Through Coaching - A Case Study - Zevas

Date: 10/02/2021

Venue: Webinar 2 p.m.

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Zevas, a Cork based BPO, provide outsourced customer acquisition and retention solutions.  They were the winner of the award for "Best Use of Technology  IT Project” at the 2020 CCMA awards. On this webinar hear how by rapidly innovating their coaching methods and coaching tools, they continued to grow and improve staff metrics during lockdown. 

Topics to be discussed include:  

  • Hear how coaching can be people-centred AND rigorous and reportable
  • See how coaching can directly connect to sales and retention results
  • Discuss how coaching first-line-managers to become good coaches makes the difference

Speaker Panel

Paula Carmody, Director of Operations in Zevas with responsibility for the success and development of over 150 staff.  With more than 20 years experience in leading customer facing teams, Paula is at the heart of Zevas operational success.

Katrina O’Callaghan, Director of L&D Performance Management  in Zevas and is one of the earliest staff members.  Katrina has been fundamental to the creation of a culture of staff development in the company.  Katrina strongly believes in helping first-line managers develop coaching skills and is primarily responsible for the high quality of coaching in place throughout Zevas.

Cormac Murphy , Managing Director of  He has worked in the contact centre industry for over 25 years and is a regular speaker at CCMA events.

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