CMP Certified Competency Models

The exam will test your knowledge, skills and behaviors in today’s distributed and flexible customer contact work environment.

ELIGIBILITY
Program

The competencies below outline the core competencies which you are being tested.

Agent Competencies

  • Autonomy
    Working independently and amid ambiguity to deliver results
  • Emotional Intelligence
    Understanding and relating to customers’ and colleagues’ feelings
  • Adaptability
    Adjusting to the unexpected, even in difficult, high-pressure scnearios
  • Time Management
    Knowing when to focus versus when to multitask, in order to meet deadlines
  • Customer Service
    Identifying and sovling customer problems
  • Operational Excellence
    Complying with and improving processes and technology that enables work
  • Communication
    Conveying information clearly and proactively to peers, customers and leaders

Leader Competences

  • Stability
    Remaining calm in challenging situations and difficult conversations
  • Autonomy
    Trusting agents and onself to get work done and deviate from process where appropriate
  • Emotional Intelligence
    Understanding and relating to direct report’s and colleagues’ feelings
  • Mindfulness
    Proactively managing agent time-spend to reduce burnout
  • Leadership
    Motivating and recognizing individuals’ contributions to team success
  • Functional Expertise
    Utilizing experience, knowledge and expertise to achieve outcomes
  • 360 Coaching
    Delivering and acting on constructive feedback to and from direct reports