Insights
Webinar Replay: Reducing New Hire Attrition in Today's Contact Center
The average customer contact organization will lose nearly $600,000 annually due to agent attrition – that’s more than double the cost compared to organization with strong agent retention strategies. During this webinar replay, CMP Research explores current agent attrition rates, strategies for...
Webinar: Career Development for Customer Contact
With flexibility being normalized across the workforce, employees are steadily committed to developing their careers in customer contact – if the path is clear. CMP Research shows that career development is the third biggest driver of employee satisfaction, engagement, and retention...
Webinar Replay: The New Customer Contact Leadership Competency Model
This webinar replay dives into data-backed insights on top competencies required to lead flexible customer contact teams, how leaders can be 2.5x more likely to retain agents, what leaders can do to be 3x more likely to exceed expectations and more.
CMP Research Service Overview
CMP Research empowers customer contact leaders to navigate the future of work and make better decisions faster amid transformation through independent quantitative and qualitative research, data-driven analysis, advisory services and executive networking.
CMP Certified Program Overview
CMP Certified (CMPC) powered by CMP Research, certifies contact center agents and leaders in the behaviors that drive performance in a flexible customer contact environment.
CMP Certified Handbook
View the complete candidate handbook for a full description of the certification programs that includes details about the exam, how to prepare, eligibility requirements, sample questions and more.
5 Findings on Agent Experience in a Flexible World
Agent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents. Remote and hybrid work environments increase complexity and uncertainty around agent engagement and satisfaction.
How Much is Agent Attrition Costing You?
Did you know that, according to a recent study published by CMP Research, 65% of customer contact agents plan on leaving within two years? And 66% plan on leaving the customer contact industry. Take a look at this infographic to learn how agent attrition is affecting customer contact organizations.
Annual Customer Contact Agent Attrition Calculator
Are you facing challenges related to customer contact agent attrition? On average, organizations spend over $7,000 to replace one agent and lose about $600,000 due to agent attrition annually. Find out how much your organization is projected to lose by using our agent attrition calculator.
CMP Research is the research and advisory arm of Customer Management Practice, which brings you Customer Contact Week. We deliver independent, provider-agnostic insight and tools to help customer contact leaders make better decisions faster amid transformation.
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CMP is the organization behind Customer Contact Week, Customer Contact Week Digital, Customer Contact Week Exchanges, Customer Engagement Insider, and Design & Innovation Exchanges.