MP Research, a division of Customer Management Practice (CMP), a market intelligence firm for the customer management industry, today announces a groundbreaking partnership with Pathstream to enhance its CMP Certified™ exam-based program. CMP Research and Pathstream now offer customer contact agents and leaders an opportunity to access Professional Certificate programs and get CMP Certified in key customer contact competencies that drive employee engagement, customer satisfaction, and high performance in today's fast-paced CX environment. The participating company's existing Tuition Assistance benefit fully covers the programs and CMP certification, empowering employees to build critical skills and earn academic credit for a university degree outside of work hours.
According to CMP Research, organizations with CMP Certified™ agents and leaders have successfully reduced attrition by 50% and significantly increased customer satisfaction.
"Pathstream's innovative AI-driven skill development and personalized human coaching, combined with our research-backed certification, offers customer contact teams a powerful platform to enhance performance and advance their careers," said Nicole Kyle, Managing Director and Co-Founder of CMP Research. "With the added benefit of these programs being covered by existing Tuition Assistance benefits, companies can easily invest in their employees, helping them gain essential capabilities that significantly improve customer satisfaction and drive their retention and long-term success as customer contact service leaders and agents."
CMP Certified™ is powered by CMP Research's revolutionary analysis of key metrics such as customer satisfaction, handle time, first contact resolution, agent satisfaction, and attrition rates. Now, in conjunction with Pathstream, CMP Certified leverages the power of AI-driven skill-building simulations and 1:1 professional coaching to elevate the customer contact team's performance and prepare them for the CMP Certified exam.
The partnership introduces a holistic offering by combining Professional Certificate Programs with CMP Certification, providing customer contact teams and companies with:
1:1 Professional Coaching: Equip each team member and leader with a dedicated professional coach, trained on your organization's goals and priorities.
AI-powered Simulations: Efficiently build critical capabilities through dynamic simulations that enable iterative practice and real-time feedback.
Tailored Career Guidance: Motivate in-role development by showing how achieving high-performance today is the first step in building a successful and fulfilling career in your organization.
Skill Assessment & Certification: After completing the cohort, the CMP Certified exam validates your team's new capabilities, confirming they meet top performance standards.
"In a world where regrettable turnover is a persistent problem, technological change is a constant, and budget pressure requires leaders and agents to do more with less, today's executives face a daunting set of challenges," explains Eleanor Cooper, CEO of Pathstream.
"The only way to succeed is to ensure your people have the real-time support they need to grow, evolve, and meet ever rising expectations. Together with CMP Certified™, we provide the solution needed to help leaders and agents thrive in a rapidly evolving world of customer experience with a personalized, always-on offering for achieving and sustaining peak performance at scale."
For more information on this partnership and to find out how to implement in your company, please visit: https://pathstream.com/CMPCertified_Pathstream/
About CMP Research, a division of Customer Management Practice
CMP Research helps customer contact executives make better decisions faster amid transformation using independent quantitative and qualitative research, data-driven analysis, advisory services, and community insights from Customer Contact week, CMP's Research Board, and client community. CMP Research sits at the intersection of customer contact and the future of work. For more information, visit https://www.cmpresearch.com.