Supervisor & Leadership Development Journey
Your leadership development journey builds measurable capability across supervisors and frontline leaders, equipping them to manage AI-augmented teams and drive strong employee experience outcomes. Over 12 months, you'll benchmark competencies, deliver targeted development, and validate growth through reassessment and executive insight.
How CMP Drives Impact
Leadership Benchmarking
Establish a clear baseline of leadership competency and understand how behaviors impact frontline performance and engagement
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Capability Development
Build critical leadership skills across coaching, performance management, hybrid team leadership, and AI-enabled supervision
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Performance Alignment
Align technology decisions to customer behavior and business impact
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Succession Planning
Identify high-potential leaders and create structured development pathways for long-term organizational strength
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Culture Change
Embed consistent leadership practices that reduce burnout, strengthen accountability, and improve frontline experience over time
Learn moreSupport you Over 12 Months
Structured guidance to help you focus on what matters most — and prove the impact
Assess & Benchmark
Establish a clear baseline of leadership capability and performance impact
Develop & Elevate
Build measurable leadership competency through structured advisory and applied practice
Measure Impact & Institutionalize
Validate growth, quantify impact, and embed sustainable leadership practices
Journey Timeline
Month 1-2
Assess & Benchmark
EX/CX metric benchmarking intake
Leader Competency 360 Assessment (up to 35 leaders)
Results walkthrough session
Identification of priority competency gaps and development roadmap
Journey-holder portal access
2 CCW Conference passes
Month 3-10
Turn Benchmarks into Priorities
8 Advisory Sessions (75-minute sessions, 1 per month)
Deep dives into each core leadership competency
Practical application assignments (pre- and post-work)
Month 11-12
Measure Impact & Institutionalize
Re-administer 360 Assessment to measure capability growth
Executive readout of measurable improvement
Baseline vs. post-engagement performance comparison
Strategic roadmap outlining next-stage capability priorities
Connect with CMP Analysts
Connect with our analysts to uncover insights, benchmark performance, and identify the right path forward.
Turn Insights Into
Action
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
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 customer contact employee experience and satisfaction.
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Webinar Replay: HR Business Partnership for Customer Contact Employee Engagement
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.
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Webinar Replay: The New Customer Contact Leadership Competency Model
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.
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