Diagnostic Tools
The diagnostic tools help customer contact leaders gather tailored data to
address key priorities and benchmark against peers. Clients use the data to:
Build and influence internal business cases
Assess key decisions around technology, outsourcing, risk & more
Strategize customer contact and CX functional transformations
Featured Tool: Predictive Employee Attrition Model
- Estimate attrition rates approximately 6-12 months in advance
- Identify which individuals and segments are least and most likely to leave
- Provide organizations with data to mitigate agent attrition before it happens
Other Diagnostic Tools Include
Leadership Competency Assessment Tool ™
Identify effectiveness in front-line leaders with CMP Research Leadership Competencies
Guide front-line leader development and organizational improvement
Achieve higher performing customer contact teams and lower agent attrition
Agent Competency Assessment Tool ™
Identify agents who are most likely to thrive in a flexible environment
Evaluate agents on CMP Research Competencies that drive high performance
Improve agent career development and determining upskilling opportunities
Customer Contact Persona Diagnostic Tool ™
Personalize employee experience
Segment front-line agents into one of five personas
Enable better communication, coaching and development
