Contact center training and coaching is both an art and a science. Often overlooked is the power of micro learning, delivered in small bites, to improve performance and build team satisfaction and morale.
Most centers rely heavily on initial training regimens that fill new-agents with too much information to effectively process and retain. In this episode Chris Tomsa provides us with a master class in the value of micro-bursts of learning, with great insights on why this approach to training can be so effective and appealing to both supervisors and agents.
Any center manager who is concerned about optimizing customer experiences, agent satisfaction, talent retention and enterprise value will be interested in hearing what Chris has to share on this important topic. Truly, small bites can make for a very healthy diet.
Air Date: Wed., July 15, 2026 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Chris Tomsa
Season: 16 | Episode Number: 1
Full Show:
Guest: Chris Tomsa
Chris is a Senior Consultant with BenchmarkPortal and an instructor with the College of Call Center Excellence. Previous to joining BenchmarkPortal, Chris was Director of Client services with over 20 years experience directing and managing all operational aspects of an award-winning call center.
He led the design of an innovative customer relationship management system that provides scripted pathways for service representatives, which reduced scripting errors from 20% to nearly zero, and training time by 25%. Chris has direct experience designing and implementing programs involving core training and testing, service level improvement, call evaluation, coaching, and performance incentives.
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.