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The State of Agent Experience and Engagement in Today's Contact Centers

Agent Experience and Engagement in Today's Contact Centers

Author: ICMI Research

Publisher: ICMI

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What is the State of Agent Experience and Engagement in Today's Contact Centers?

In a 2013 study, ICMI and NICE inContact partnered on a study on the then-emerging “multichannel revolution,” focusing particularly on how contact centers intended to use emerging channels to the overall service experience and customer engagement. Throughout that report, a common theme emerged, one that, while not particularly groundbreaking, was an essential reminder of what’s truly at the core of the customer experience: the agent.

Fast forward just six years and the contact center is a more challenging environment than ever before. Interactions are more complex, requiring staff at all levels to have new skillsets and develop greater proficiency across a diverse range of channels. But in a healthy job market and economy, it’s becoming more and more difficult to keep staff motivated and engaged and retain them for the long haul.

Download this executive summary to learn the key findings in the latest research and how contact centers can drive satisfaction, engagement, and motivation.  

The State of Agent Experience and Engagement in Today’s Contact Centers


Topics: Agent, Coaching And Quality Management

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