Research

CMP

Diagnostic Tools

The diagnostic tools help customer contact & CX leaders gather tailored data to address key priorities and benchmark against peers.

Diagnostic Tools

Clients use the data to:

Build and influence internal business cases

Assess key decisions around technology, outsourcing, risk & more

Strategize customer contact and CX functional transformations

Diagnostic Tools Overview

Featured Tool: Predictive Employee Attrition Model

  • Estimate attrition rates approximately 6-12 months in advance
  • Identify which individuals and segments are least and most likely to leave
  • Provide organizations with data to mitigate agent attrition before it happens
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Other Diagnostic Tools Include

Leadership Competency Assessment Tool ™

  • Identify effectiveness in front-line leaders with CMP Leadership Competencies
  • Guide front-line leader development and organizational improvement
  • Achieve higher performing customer contact teams and lower agent attrition

Channel Optimizer (Self-Service or Live Support) ™

  • Examine all subsets of self-service and live channel offerings to identify customers’ top choices
  • Determines the optimal bundle of live and/or self-service customer support channels

Agent Staffing Calculator ™

  • Determine efficient frontline staffing for phone, email and chat
  • Identify if you are understaffed or overstaffed on each channel
  • Recommend an efficient number of agents based on current or anticipated customer volume