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Bring out the best in each leader and team member

Put your company's existing Tuition Assistance to work 
Uniquely delivered outside work hours as a benefit teams love, our programs equip your agents and leaders with CMP Certified competencies.  

 

We support each team member to continuously develop the capabilities and mindsets that drive success for your customers, company, and their careers.

Proven results

Realize
Savings

$1.6M

in annual cost savings per 1000 employees

Increase Retention

2.8x

for customer contact teams supported by Pathstream and CMP Certified competencies

Drive Engagement

34%

median increase in employee pulse survey results

Boost Performance

2.3x

more likely that team members will exceed expectations in their performance review

Trusted by Fortune 500 Business Leaders

Amazon
Citibank
Mastercard
Centene
Northwestern mutual

Professional certificate programs for contact center teams

Put your existing tuition assistance benefit to work to equip each team member to achieve their best and 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 work hours.

How they work

  • Delivered outside of work hours, offering a stress-free experience
  • Fully covered by your company’s Tuition Assistance benefit
  • Easy to offer; no PII exchanged, contracting or procurement process needed

Why they are different

  • Tailored to your division’s goals, values, and key roles
  • Personalized to each participant with unlimited access to 1:1 professional coaching
  • 70% of team members opt-in to use on their own time
  • Prepare teams for the CMP Certified (CMPC) Exam

Programs credentialed by top universities

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All certificates include:

Cert

Academic credit
toward a university degree

Coaching

Unlimited 1:1 professional
coaching

Ai

AI-Powered simulations for real-time practice and feedback

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Career pathing platform access (optional)

Customizations

Customizations for enterprise
teams

Program curriculum and coaching tailored to enterprise needs

Extensive catalog designed to serve the contact center teams

Customer Service

Sample of program offerings: 

  • Customer Service Essentials
  • Foundation of GenAI for Customer Contact Certificate

Leadership and Management

Sample of program offerings: 

  • Customer Contact Emerging Leader Certificate
  • Business Management and Operations Leadership Certificate 

Workforce Management, Reporting, and Analytics

Sample of program offerings: 

  • Data Analytics Certificate
  • Performance Optimization Certificate

Quality Assurance and Agent Enablement

Sample of program offerings: 

  • CX Quality Assurance Coaching Certificate
  • Agent Training and Enablement Certificate 

Critical capabilities and
mindsets developed in the program

Leadership and Stability
Emotional Intelligence
360 Coaching
Autonomy and Mindfulness
Functional Expertise

Leadership and Stability

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

How to motivate your call center agents to do their best work

Emotional Intelligence

Relates to agents

Gains the trust of agents

Relates to others' feelings

Listens to understand rather than to respond

How to develop emotional intelligence as a call center rep

360 Coaching

Is responsive

Writes effective performance reports

Offers constructive and objective feedback

Acts on employee feedback

Teach your CX leaders to give effective feedback

Autonomy and Mindfulness

Works without clear instructions

Gives agents freedom to get work done and trusts agents

Knows when to deviate from the process

Monitors agent burnout

Manages my team's time effectively

Gains visibility into agents' work

Help your CX leaders learn to monitor agent burnout

Functional Expertise

Solves customer problems

Influences operational workflow

Knows organizational products/services

Uses the team as a resource

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Adaptability
Operational Excellence and Autonomy
Communication and Customer Service
Time Management
Functional Expertise

Adaptability

Adapts to change

Stays calm under pressure

Manages their emotions

Perseveres through difficulty

Adapts to the unexpected

Teach your call center agents to be more agile

Operational Excellence and Autonomy

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

Teach your agents to identify opportunities to improve processes

Communication and Customer Service

Tailors communication style to audience

Listens to understand, not to respond

Communicates to management

Goes the extra mile for customers

Solves customer problems

Incorporate customer feedback

Improve customer service by giving your agents the skills to communicate better

Time Management

Completes one task before moving onto the next

Balances multiple tasks at once

Meets deadlines

Responds in a timely manner

Refocuses after a distraction

Teach agent to multitask

Functional Expertise

Relates to others' feelings

Understands others' feelings

Is genuine with others

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