What We Solve
Everything Customer Contact Needs, In One Place
CMP delivers independent research, credible benchmarks, and industry-wide standards that give leaders confidence, help providers prove their value, and set the direction for what comes next.
For Practitioners
Our independent research focuses on the four core operational areas that matter most to contact center leaders. Select a pillar below to explore the specific challenges we solve and how we help you move forward.
Employee Experience
Workforce management, agent retention, coaching, and building teams that last.
Employee Experience
Build the Workforce that Delivers Exceptional Customer Experiences
CMP’s workforce research helps practitioners attract, develop, and retain the frontline talent that powers every customer interaction — with benchmarks and frameworks built from primary research with thousands of contact center leaders.
Real Challenges – Real Solutions
Reduce Agent Turnover
Combat agent turnover with data-driven strategies that create a high-performance culture.
Develop Leaders
Identify effectiveness in front-line leaders and guide development and organizational improvement.
Nurture Employees
Empower your workforce by integrating technical expertise with critical soft skills like adaptability, communication, and leadership.
Customer Experience
CX strategy, omnichannel performance, self-service, and delivering reliable support across every touchpoint.
Customer Experience
Deliver the Experiences Your Customers Actually Expect
From omnichannel strategy to AI-assisted service, CMP research gives practitioners a clear, data-backed picture of what exceptional CX looks like today — and the gap between current performance and what’s possible.
Real Challenges – Real Solutions
Enhance the Customer Journey
Learn how continuous feedback loops and journey analytics can optimize every touchpoint to meet evolving customer expectations.
Empower Agents
Discover how to move beyond checklist-based assessments and data-driven scoring to improve consistency, enhance culture, and directly impact customer satisfaction.
Digitization & Humanization
Learn how to balance digital tools with empathy to create efficient and personalized customer experiences.
Technology & Transformation
Software selection, AI implementation, cost evaluations, and choosing tools that fit your operation.
Technology & Transformation
Navigate the Technology Landscape with Confidence — Not Guesswork
CMP’s independent, vendor-agnostic research cuts through the noise to give practitioners clear guidance on AI adoption, platform selection, and proving technology’s value to executive leadership.
Real Challenges – Real Solutions
Strategic Roadmaps
Turn qualitative insights into data-driven strategies that improve decision-making.
Workforce Optimization
Balance the strengths of AI with human empathy to deliver exceptional customer experiences.
Self-Service Resolution
Implement self-service solutions that not only improve customer satisfaction, but also reduce agent workload and handling time.
KPIs, Metrics & Org Structure
Performance benchmarking, cost tracking, team structuring, and building data-backed cases for leadership.
KPIs, Metrics & Org Structure
Measure What Matters — and Build the Organization to Deliver
CMP’s benchmarking data and organizational research help practitioners choose the right metrics, design high-performing teams, and translate contact center performance into executive-level business outcomes.
Real Challenges – Real Solutions
Performance Benchmarketing
Compare your KPIs — AHT, CSAT, FCR, occupancy, and 20+ others — against 500+ peer contact centers segmented by size, vertical, and channel mix.
Org Design & Reporting Structure
Benchmarks on span of control, supervisor-to-agent ratios, and how high-performing organizations are redesigning their structures for hybrid work and AI-augmented teams.
Making the Business Case to Leadership
Frameworks for translating contact center performance into the financial and strategic language that resonates with CFOs and executive leadership — including ROI models for CX investment.
Research that Runs at the Speed of Change
Research is at the foundation of everything we deliver. Our benchmarks, diagnostics and tools cut through the noise and provide clarity on what matters most.
For Solution Providers
Our market intelligence targets the three critical areas where customer contact vendors need clarity to grow. Select a pillar below to explore the specific challenges we solve and how we help you move forward.
Buyer Insights
Software budget trends, purchasing decisions, operational pain points, and buyer intent tracking.
Buyer Insights
Know Your Buyer Before the First Conversation
CMP’s primary research with thousands of contact center leaders gives solution providers an unmatched window into how buying decisions are made — and where you can have the most influence in the process.
Real Challenges – Real Solutions
Purchase Journey Mapping
Understand the full decision process — from problem recognition to vendor selection — including who’s involved at each stage, what information they seek, and where your messaging can tip the balance.
Decision & Priority Data
Primary research on what practitioners actually prioritize when evaluating solutions, ranked by importance and segmented by company size, vertical, and buyer role.
Buyer Persona Profiles
Deep profiles of the decision-makers and influencers inside your target accounts — their challenges, content preferences, event behaviors, and what motivates them to act on a solution.
Competitive Intelligence
Market share tracking, competitor differentiation, identifying product gaps, and performance benchmarking.
Competitive Intelligence
Sharpen Your Positioning with Independent Market Data
CMP’s vendor-agnostic research gives solution providers the market intelligence needed to differentiate clearly and compete with confidence — using the same data your buyers are reading when they evaluate the category.
Real Challenges – Real Solutions
Vendor Landscape Analysis
Understand how practitioners perceive vendor differentiation across key solution areas.
Market Perception & Brand Studies
Understand how practitioners perceive your brand versus alternatives — before and after key market moments.
Win/Loss Intelligence
Primary research on why buyers choose one solution over another at the final stage of evaluation — and what objections surface most frequently.
Go-to-Market Support
Sponsorship, lead qualification, sales enablement data, and connecting with decision-makers.
Go-to-Market Support
Go-to-Market with the Strongest Strategies — Backed by Data
CMP’s research gives you access to buyer insights, competitive intelligence, and analyst guidance to strengthen strategy, refine positioning, and drive effective go-to-market execution.
Real Challenges – Real Solutions
Diagnostics That Reduce Risk
Get access to predictive models and tools that prevent costly missteps before launch.
Clarity on Where to Invest
See vendor-agnostic data and benchmarks that highlight leaders, laggards, and emerging players.
Buyer & Competitive Insights
Review buyer insights and industry trends to highlight the capabilities and benefits that resonate most.
By the Numbers
5K
Global Brand Customers
15K
Live and Virtual Event Attendees
86%
Budget Influencers & Decision Makers In Our Network
185K
Channel & Community Subscribers
Popular Tools
Let CMP Lead the Way
CMP’s research comes to life through events, community, editorial, and certification. Let’s shape the future of customer contact together.
Our Mission
Through research, community, and connection we empower people, generate ideas, and shape the future of customer contact.
