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Bring out the best in each leader & team member

Put your company's existing Tuition Assistance to work to equip your agents and leaders with CMP Certified competencies -- uniquely delivered off-the-clock as a benefit team members love.

About Pathstream

Pathstream’s mission is to equip frontline team members with high-value capabilities and mindsets to succeed as professionals in an AI-enabled world. We offer:

to support the skillset and mindset shifts needed to transition from transactional, task-oriented roles to increasingly relational, strategic roles—ultimately championing success for your customers, colleagues, & company alike.

Proven Results

A trusted partner of the Fortune 500...and beyond

Professional Certificate Programs for Contact Center Teams

Put Your Existing Tuition Benefit to Work to Equip Each Team Member to Achieve Their Best & Grow With You

Our Certificate programs are offered through our national network of university partners & provide college credit and motivate team members to build critical capabilities on their own time, outside of work hours.

How They Work

Why They Are Different

Programs Credentialed by Top Universities

All Certificates Include:

Earns Academic Credit
Towards a University Degree

Unlimited 1-1
Professional Coaching

AI-powered Simulations for Real-Time Practice & Feedback

Career Pathing Platform Access (optional)

Customizations Available
for Enterprise Teams

Organizations excelling at CMP competencies
 cut attrition by 50% and increase customer satisfaction by 20%.

Extensive Catalog Designed to Serve the Entire Contact Center

Program Curriculum & Coaching Tailored to Enterprise Partner Needs

Customer
Service

Sample of program offerings:

Leadership &

Management

Sample of program offerings:

Workforce Management, Reporting & Analytics

Sample of program offerings:

Quality Assurance &

Agent Enablement

Sample of program offerings:

Critical Capabilities & Mindsets Developed

Build CMP Certified Leader Competencies

• Motivates agents to do their best work​

• Gives positive recognition of good work​

• Creates a strategy for the team​

• Prioritizes the team over the individual

• Handles complex challenges and solutions

• Stays calm under pressure

• Relates to agents​

• Gains the trust of agents​

• Relates to others’ feelings​

• Listens to understand rather than to respond

• Is responsive

•Writes effective performance reports​

•Offers constructive and objective feedback​

•Acts on employee feedback

• Works without clear instructions​

• Gives agents freedom to get work done​ and trusts agents​

• Knows when to deviate from process

• Monitors agent burnout​

• Manages my team’s time effectively

• Gains visibility into agents’ work​

• Solves customer problems​

• Influences operational workflow​

•  Knows organizational products/services​

• Uses the team as a resource

Build CMP Certified Agent Competencies

• Adapts to change​

• Stays calm under pressure​

• Manages their emotions​

• Perseveres through difficulty​

• Adapts to the unexpected​

•  Identifies process improvements​

•  Offers solutions to process challenges​

•  Knows operational workflow​

•  Knows when to deviate from process​

•  Works without clear instructions​

•  Finds creative solutions to problems​

•  Tailors communication style to audience​

•  Listens to understand, not to respond​

•  Communicates to management​

•  Goes the extra mile for customers​

•  Solves customer problems​​

•  Incorporates customer feedback

• Completes one task before moving onto the next​

•  Balances multiple tasks at once​

•  Meets deadlines​

• Responds in a timely manner​

• Refocuses after a distraction​

• Relates to others’ feelings​

• Understands others’ feelings​

• Is genuine with others

Ready to give your team the support they want?