Career Development

Given the current economic climate, avoiding the high cost of employee turnover in new hire classes and reducing volatility in the talent pipeline is key. This playbook reveals the 3 key findings to increase customer contact employee experience and satisfaction.

During this webinar replay, we explored tactics for enhancing employee experience and employer value proposition for customer contact team members in today’s more flexible world.

With flexibility being normalized across the workforce, employees are steadily committed to developing their careers in customer contact – if the path is clear. CMP Research shows that career development is the third biggest driver of employee satisfaction, engagement, and retention...

This webinar replay dives into data-backed insights on top competencies required to lead flexible customer contact teams, how leaders can be 2.5x more likely to retain agents, what leaders can do to be 3x more likely to exceed expectations and more.

View the complete candidate handbook for a full description of the certification programs that includes details about the exam, how to prepare, eligibility requirements, sample questions and more.

Did you know that, according to a recent study published by CMP Research, 65% of customer contact agents plan on leaving within two years? And 66% plan on leaving the customer contact industry. Take a look at this infographic to learn how agent attrition is affecting customer contact organizations.