Insights

Creating a frictionless customer experience and retaining talent are the top, most urgent priorities for customer contact leaders in 2023-2024 – the most important and most difficult for leaders to achieve.

The average customer contact organization will lose nearly $600,000 annually due to agent attrition – that’s more than double the cost compared to organization with strong agent retention strategies. During this webinar replay, CMP Research explores current agent attrition rates, strategies for...

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.

CMP Research empowers customer contact leaders to navigate the future of work and make better decisions faster amid transformation through independent quantitative and qualitative research, data-driven analysis, advisory services and executive networking.



CMP Certified (CMPC) powered by CMP Research, certifies contact center agents and leaders in the behaviors that drive performance in a flexible customer contact environment.

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.

Agent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents. Remote and hybrid work environments increase complexity and uncertainty around agent engagement and satisfaction.

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.

Are you facing challenges related to customer contact agent attrition? On average, organizations spend over $7,000 to replace one agent and lose about $600,000 due to agent attrition annually. Find out how much your organization is projected to lose by using our agent attrition calculator.