The Mark of Customer Contact Excellence

“I’ve witnessed first-hand the work that’s gone into making this program a success for those in customer contact and customer experience. Data also supports the program’s impact – agents excelling at CMP competencies are more than twice as likely to overperform, while leaders excelling are 2.5x more likely to be able to retain agents.”

“I really wanted to add this to my resume because I’m growing a customer care team from the ground up… with the coaching calls and reading material provided, this was an opportunity to grow into a leader and use new process to achieve outcomes based on the seven leadership competencies.”

“CMP Certified helps with agent and front-line manager success, and it refines talent and skills. The program utilizes in-depth analysis that drives better decisions for positive change. As part of the Governing Board, I’ve witnessed first-hand the work that’s gone into making this program a success for those in customer contact and customer experience.”

“CMP Certified tests for competencies that we would expect to see in a high performing contact center operation. By ensuring that we have team members with those skills we can ensure that we are delivering the very best of experiences to our customers while also supporting business goals and engaging with our team members to drive loyalty and tenure within the contact center.”

“Being a member of the CMPC Governing Board, I shared my industry knowledge and experience while learning from other industry experts to design a certification program that ensures we are continually raising the bar on customer experience.”