Join Tim McElgunn, Jenny Dempsey, and Tamsin Dollin for an in-depth look at the results of ICMI’s recent State of Agent Experience Survey, real-world perspective from an expert with many years of success delighting customers, and insight into what’s next from industry powerhouse NICE CXone.

The research is clear: Contact center agent experience is at the center of customer experience – happy workers make customers happy, happy customers spend money, cost us less, and keep our stakeholders happy. But, with the pandemic continuing to roil personal and working lives, managing customer interactions and continually improving customer satisfaction remains a critical challenge and places agent experience high on the list of contact center leaders’ strategic priorities.

Join Tim McElgunn, Jenny Dempsey, and Tamsin Dollin for an in-depth look at the results of ICMI’s recent State of Agent Experience Survey, real-world perspective from an expert with many years of success delighting customers, and insight into what’s next from industry powerhouse NICE CXone.

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