Industry-leading CX partnership
CMP Certified and Pathstream have partnered to equip leaders and agents with CMP Certified competencies — covered by your company’s existing Tuition Assistance and uniquely delivered outside of work hours as a benefit teams love.
Organizations excelling at CMP competencies cut attrition by 50% and increase customer satisfaction by 20%.
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
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
Our unlimited 1:1 professional coaching and AI-powered simulations equip each team member to achieve peak performance
All certificates include:
Academic credit toward a university degree
Unlimited 1:1 professional
coaching
AI-Powered simulations for real-time practice and feedback
Career pathing platform access (optional)
CMP Certified Exam readiness and voucher
Customizations for enterprise
teams
Critical capabilities and mindsets developed in the program
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
Emotional Intelligence
Relates to agents
Gains the trust of agents
Relates to others' feelings
Listens to understand rather than to respond
360 Coaching
Is responsive
Writes effective performance reports
Offers constructive and objective feedback
Acts on employee 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
Functional Expertise
Solves customer problems
Influences operational workflow
Knows organizational products/services
Uses the team as a resource
Adaptability
Adapts to change
Stays calm under pressure
Manages their emotions
Perseveres through difficulty
Adapts to the unexpected
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
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
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
Functional Expertise
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 and 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-Powered Simulations
- Tailored Career Guidance