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The State of Experience in 2023: Investing in the Future or Invested in the Past?

Author: ICMI Research

Publisher: ICMI

Number of Pages: 54


Experience management has moved from feel-good fad to a genuine business must-have. According to the ICMI community, contact centers leaders tie improvements in employee experience directly to happier customers – and an increase in revenue.

We asked and you answered: compensation in not the most important driver of contact center job satisfaction and engagement. According to the ICMI community, contact center pros puts compensation below work from home (WFH), flexible scheduling, company values/organizational culture, and working relationships with their teams. Here are just a few more key findings from this year's study:

  • Employers want new hires who are personable, quick-learning, adaptive problem-solvers, ideally with some contact center experience.
  • Overall the move to remote, work-from-home (WFH) has proven quite compatible with the work agents are typically tasked with.
  • Looking across the multitude of channels contact centers serve, channel expansion plans for the next 12 – 24 months are focused firmly on channels served by bots and other AI-powered tools.

To learn more about trends in experience management, customer experience, and employee experience, click on the link below to request your copy of "The State of Experience in 2023."

To download the research report get it here.

Topics: Employee Experience, Culture And Engagement, Customer Experience