I lead learning and development at Simply Contact, which involves designing training curricula, building quality frameworks for sensitive support environments, and running our burnout prevention programme. With a clinical psychology background, I approach agent wellbeing and performance as two sides of the same problem.
Yuliia Pakhomova leads the company’s learning and development function. She holds a Master’s degree in Psychology and is a qualified clinical psychologist.
In her role, Yuliia designs and oversees the curriculum for Simply Contact’s projects, with particular focus on the most demanding support environments: teams handling mental health-sensitive interactions, users in crisis, and high-stress, high-volume operations. She ensures that agents function not just as capable communicators, but as specialists with a genuine understanding of psychological boundaries, ethical conduct, and appropriate empathy.
Under Yuliia’s oversight, QA frameworks for sensitive support interactions are evaluated not just for technical accuracy but for the quality of empathy and emotional attunement an agent demonstrates.
Yuliia also leads Simply Contact’s burnout prevention strategy informed directly by her clinical background. This includes how teams are supported, how performance pressure is managed, and how individuals are helped to maintain the emotional reserves they need to do their jobs well over time.
Her writing for the Simply Contact blog reflects the same priorities: practical, psychologically-informed thinking on how customer support teams can develop soft skills, manage workplace stress, communicate with more precision and empathy, and build the kind of ownership and professionalism that turns good agents into great ones.
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