The Virtual Summit

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Unleashing Potential - How to Coach Your Contact Center Performers into Stars

Wednesday Jun 12, 12:00 PM – 1:00 PM EDT — Sign Up For Events

In today's competitive landscape, exceptional customer service is the key differentiator. But how do you empower your contact center agents to consistently deliver an unforgettable experience? The answer lies in the art of coaching. This keynote presentation will dive deep into strategies for transforming your contact center from a contact center to a performance powerhouse.

We'll explore how to identify your agents' strengths and weaknesses, craft targeted coaching sessions, and utilize effective feedback techniques to drive continuous improvement. You'll learn practical tools and tactics for:
  • Building a coaching culture of trust and support
  • Harnessing the power of active listening and open-ended questions
  • Utilizing recordings, videos, and customer feedback for targeted development
  • Implementing role-playing exercises to refine communication skills
  • Setting clear goals and developing actionable improvement plans

By the end of this presentation, you'll be equipped with a roadmap for cultivating a team of confident, high-performing contact center stars who consistently exceed customer expectations and propel your business forward.  


Christopher Tomsa, Senior Consultant, BenchmarkPortal

Benchmark Portal Chris tomsa Christopher Tomsa, Senior Consultant, BenchmarkPortal

Chris is a Senior Consultant with BenchmarkPortal and a Senior Instructor with BenchmarkPortal’s College of Call Center Excellence. Chris brings over 25 years’ experience directing and managing the customer service operations of award-winning call centers for two Fortune 500 companies, most recently as Assistant Vice President of Operations in the credit card operations center at one of the nation’s largest banks, and prior to that for over 20 years as Director of Client Services at an award-winning call center in a globally recognized insurance company.

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 also applied his education and prior experience as a music educator to design and implement agent performance improvement programs involving core training and testing, service level improvement, call evaluation, coaching, and performance incentives.

Chris received his Manager Certification from BenchmarkPortal and is skilled at call center forecasting and scheduling, handling difficult customers, and process improvement. He brings experience in team building and motivation, as well as customer centricity programs. The call center operation that he directed received the BenchmarkPortal Top 10 Call Center Award as well as a Gold Stevie Customer Service Department of the Year award for three years in a row, as well as many other notable contact center honors for performance excellence and innovation in agent recognition and rewards programs.