Announcing Industry-leading CX Partnership
CMP Certified & Pathstream have partnered to equip leaders and agents with CMP Certified competencies -- covered by your company’s Tuition Assistance & uniquely delivered off-the-clock as a benefit team members love.
Organizations excelling at CMP competencies
cut attrition by 50% and increase customer satisfaction by 20%.
Proven Results
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
- 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 & key roles
- Personalized to each participant with unlimited access to 1:1 Professional Coaching
- 50% of team members opt-in to use on their own time
- Prepare teams for the CMP Certified Exam
Programs Credentialed by Top Universities
Our Unlimited 1:1 Professional Coaching and AI-Powered Simulations Equip Each Team Member to Achieve Peak Performance
All Certificates Include:
Earn Academic Credit Toward a University Degree
Unlimited 1-1 Professional Coaching
AI-powered Simulations for Real-time Practice & Feedback
Career Pathing Platform Access (optional)
CMP Certified Exam Readiness & Voucher
Customizations Available for Enterprise Teams
Critical Capabilities & Mindsets Developed
Leader Capabilities Developed in the Program
• 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
Agent Capabilities Developed in the Program
• 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
About the CMP Certified + Pathstream Partnership
CMP Certified (CMPC) certifies contact center agents and leaders in the behaviors that drive performance.
CMP Certified is powered by CMP Research’s groundbreaking research, which analyzed behaviors against outcomes like:
• Customer satisfaction
• Handle time
• First contact resolution
• Agent satisfaction
• Attrition rates
Pathstream equips contact center leaders & teams with high-value capabilities and mindsets to achieve their best and grow with you, ultimately driving success for customers, colleagues, and the company.
• 1:1 Professional Coaching
• AI-Based Learning
• Tailored Career Guidance