Upskill the Frontline for Flexible & AI Augmented Work Journey
As automation handles simpler contacts and AI becomes embedded in workflows, frontline teams must operate at a higher level. This 12-month journey equips agents with the skills, digital fluency, and behaviors needed to perform, adapt, and grow in AI-enabled environments.
How CMP Drives Impact
Skill Gap Identification
Benchmark frontline capability across AI usage, problem-solving, adaptability, and customer delivery
Complexity Readiness
Prepare agents to handle higher-value, higher-complexity interactions as automation scales
Performance Improvement
Strengthen behaviors that directly impact resolution, quality, and customer satisfaction
Career Pathing & Retention
Provide structured development that increases engagement and reduces burnout
Talent Identification
Identify high-potential agents and inform succession planning strategies
Support you Over 12 Months
Structured guidance to help you focus on what matters most — and prove the impact
Assess & Benchmark
Establish a measurable baseline of agent capability
Develop & Elevate
Strengthen skills through structured advisory and applied learning
Measure Impact & Sustain
Validate growth and embed continuous improvement
Journey Timeline
Month 1-2
Assess & Benchmark
Deploy Agent Competency Assessment Tool (up to 125 agents)
Skill gap analysis across AI usage and complexity handling
Results walkthrough with prioritized development focus areas
Journey-holder portal access
J2 CCW Conference passes
Month 3-10
Develop & Elevate
8 Advisory Sessions (75-minute sessions, 1 per month)
Competency-based development aligned to evolving contact complexity
Discussion-based workshops with pre- and post-work assignments
Month 11-12
Measure Impact & Sustain
Re-administer Agent Competency Assessment Tool
Comparative analysis vs. baseline results
Executive readout with ongoing development recommendations
Connect with CMP Analysts
Connect with our analysts to uncover insights, benchmark performance, and identify the right path forward.
Engagement Deliverables
Guided Journey
12-month structured frontline development roadmapy
Analyst Hours
8 dedicated analyst sessions (75-min each)
Agent Competency Assessment
Frontline diagnostic tool (up to 125 agents)
Web Portal
Journey-holder portal access
Event Passes
Two passes to CCW Conferences
Optional Enhancement: CMP Certified
Strengthen credibility and reinforce learning with CMP Certification
- Includes 2 coaching sessions
- Investment: $1,149 per leader (regularly $1,299)
Turn Insights Into
Action
Agent Competency Assessment Tool™
Identify customer contact agents most likely to succeed using CMP Research Agent Competencies that highlight the skills tied to strong performance
Improve agent development by pinpointing strengths, skill gaps, and priority areas for upskilling to elevate career growth and customer contact outcomes
Research That Informs Your Decisions
Employee Experience Playbook for Customer Contact
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 employee experience and satisfaction.
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Webinar Replay: Strategies to Predict Employee Attrition in Customer Contact
What if you could spot likely areas of attrition in your contact center months and weeks before turnover actually happened? Check out the replay and get practical strategies for identifying target groups where attrition is likely to occur.
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Webinar: Career Development for Customer Contact
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.
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