Diagnostic Tools
The diagnostic tools help customer contact & CX leaders gather tailored data to
address key priorities and benchmark against peers. 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
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
Other Diagnostic Tools Include
Leadership Competency Assessment Tool ™
Identify effectiveness in front-line leaders with CMP Research 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
