Benchmark Customer Contact Functional Performance Journey
Customer contact leaders need credible data to guide decisions and justify investments. This 3-month journey benchmarks your CC/CX performance against peers and provides expert guidance to turn insights into action—helping you advocate for resources, optimize operations, and align strategy with future needs.
How CMP Drives Impact
Benchmarking
Use benchmarking data to align executive stakeholders
Investments
Prioritize operational investments with confidence
Quick Wins
Identify quick wins and long-term structural gaps
Peer Insights
Build stronger business cases backed by peer data
Track Performance
Track progress against objective performance benchmarks
Support Over 3 Months
Structured guidance to help you focus on what matters most — and prove the impact.
Establish the Facts
Define your performance baseline
Turn Benchmarks into Priorities
Identify and focus on what matters most
Make the Case with Confidence
Translate insight into defensible business decisions.
Journey Timeline
Month 1
Establish the Facts
Submit your CC/CX functional data to CMP
Analyst-led review of your 2026/2027 CC/CX strategy documents
Receive a comprehensive Customer Benchmarking Report
Compare performance against peers by industry, size, and operating model
Month 2
Turn Benchmarks into Priorities
Analyst guidance to interpret benchmarking results
Identification of performance gaps and improvement opportunities
Prioritization support to focus on the highest-impact changes
Ongoing analyst inquiry support via monthly hours
Month 3
Make the Case with Confidence
Analyst support to translate insights into executive-ready recommendations
Guidance for building business cases tied to staffing, technology, and operating model decisions
Continued access to CMP Research insights and CCW Conference content
Connect with CMP Analysts
Connect with our analysts to uncover insights, benchmark performance, and identify the right path forward.
[analysts-form]Engagement Deliverables
Guided Journey
3-month guided benchmarking journey
Analyst Hours
2 dedicated analyst hours per month
Peer Benchmarking
Customer Contact & CX benchmarking against peer organizations
Document Review
Strategic document review and performance gap analysis
Web Portal
Journey-holder web portal access
Event Passes
Two passes to CCW Conferences, including CMP Research exclusive content
Turn Insights Into
Action
Featured: Agent Staffing Calculator
Submit your CC/CX functional data to CMP
Submit your CC/CX functional data to CMP
Submit your CC/CX functional data to CMP
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