Companies
Can Use Their Existing Tuition Assistance
Benefit to Equip Leaders and Agents with CMP Certified
Competencies
NEW
YORK, Oct. 10, 2024
/PRNewswire/ -- CMP Research, a division of Customer Management
Practice (CMP), a market intelligence firm for the customer
management industry, today announces a groundbreaking partnership
with Pathstream to enhance its CMP
Certified™ exam-based program. CMP Research and
Pathstream now offer customer contact agents and leaders an
opportunity to access Professional Certificate programs and get CMP
Certified in key customer contact competencies that drive
employee engagement, customer satisfaction, and high performance in
today's fast-paced CX environment. The participating company's
existing Tuition Assistance benefit fully covers the
programs and CMP certification, empowering employees to build
critical skills and earn academic credit for a university degree
outside of work hours.
According to CMP Research, organizations with CMP
Certified™ agents and leaders have successfully
reduced attrition by 50% and significantly increased customer
satisfaction.
"Pathstream's innovative AI-driven skill development and
personalized human coaching, combined with our research-backed
certification, offers customer contact teams a powerful platform to
enhance performance and advance their careers," said Nicole Kyle, Managing Director and Co-Founder of
CMP Research. "With the added benefit of these programs being
covered by existing Tuition Assistance benefits, companies can
easily invest in their employees, helping them gain essential
capabilities that significantly improve customer
satisfaction and drive their retention and long-term success
as customer contact service leaders and agents."
CMP Certified™ is powered by CMP Research's
revolutionary analysis of key metrics such as customer
satisfaction, handle time, first contact resolution, agent
satisfaction, and attrition rates. Now, in conjunction with
Pathstream, CMP Certified leverages the power of AI-driven
skill-building simulations and 1:1 professional coaching to
elevate the customer contact team's performance and prepare them
for the CMP Certified exam.
The partnership introduces a holistic offering by combining
Professional Certificate Programs with CMP Certification, providing
customer contact teams and companies with:
- 1:1 Professional Coaching: Equip each team member and
leader with a dedicated professional coach, trained on your
organization's goals and priorities.
- AI-powered Simulations: Efficiently build critical
capabilities through dynamic simulations that enable iterative
practice and real-time feedback.
- Tailored Career Guidance: Motivate in-role development
by showing how achieving high-performance today is the first step
in building a successful and fulfilling career in your
organization.
- Skill Assessment & Certification: After completing
the cohort, the CMP Certified exam validates your team's new
capabilities, confirming they meet top performance standards.
"In a world where regrettable turnover is a persistent problem,
technological change is a constant, and budget pressure requires
leaders and agents to do more with less, today's executives face a
daunting set of challenges," explains Eleanor Cooper, CEO of Pathstream. "The only way
to succeed is to ensure your people have the real-time support they
need to grow, evolve, and meet ever rising expectations. Together
with CMP Certified™, we provide the solution needed
to help leaders and agents thrive in a rapidly evolving world of
customer experience with a personalized, always-on offering for
achieving and sustaining peak performance at scale."
For more information on this partnership and to find out how to
implement in your company, please visit:
https://pathstream.com/CMPCertified_Pathstream/
About CMP Research, a division of Customer Management
Practice
CMP Research helps customer contact executives make
better decisions faster amid transformation using independent
quantitative and qualitative research, data-driven analysis,
advisory services, and community insights from Customer Contact
week, CMP's Research Board, and client community. CMP Research sits
at the intersection of customer contact and the future of work. For
more information, visit https://www.cmpresearch.com.
About Customer Management Practice
The Customer
Management Practice (CMP) is a leading market intelligence firm for
the customer management industry, offering a comprehensive suite of
events, research, marketing, and business development services. As
a trusted partner to customer contact executives, CMP addresses the
pressing challenges through various channels, including live events
such as its industry-leading series, Customer Contact Week, online
event communities, and cutting-edge industry research. With
research-backed insights and data-driven advisory services, CMP
provides its clients with a holistic view of their customer
management issues. It delivers new perspectives for executives
craving a clear understanding of their strengths and weaknesses
relative to their peers and the industry. CMP's solutions empower
executives to develop customer management skills, transforming
customers into raving fans. CMP is dedicated to making its client's
customer management rockstars. CMP's team of experts draws upon
years of experience in the industry to provide tailored solutions
that meet each client's unique needs to improve their customer
experience, streamline operations, and boost their bottom line. For
more information,
visit: www.customermanagementpractice.com/.
About Pathstream
Pathstream's mission is to equip
frontline team members with high-value capabilities and mindsets to
succeed as professionals in an AI-enabled world. We offer 1:1
professional coaching and experiential skill-building to support
the skillset and mindset shifts needed to transition from
transactional, task-oriented roles to increasingly relational,
strategic roles—ultimately championing success for your customers,
colleagues, and company alike. To achieve this, we partner with
business leaders to offer custom-built, off-the-clock Professional
Certificate programs for Customer Contact Teams. Existing Tuition
Assistance Benefits fully cover our programs, which provide college
credit and are credentialed by top universities such as
Texas A&M, Emory, and NYU. This motivates team members to build the
critical skills they need to succeed – from complex problem solving
and consultative selling to adaptability – on their own time,
without disrupting work hours. We are proud to be a trusted partner
of the Fortune 500 with 100% enterprise customer retention. This
success is based on our consistent ability to boost employee
engagement and performance, which produces strategic and economic
value for our partners through P&L gains and enhanced customer
experiences. For more information, visit: www.pathstream.com.
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SOURCE Customer Management Practice