Insights

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.