ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
Published: Oct 02, 2020
This trend report explores why and how having the right technologies—combined with the right people and processes—can help agents produce better experiences for customers and better business outcomes overall.
Contact center leaders have come to understand how closely tied employee experience (EX) and customer experience (CX) are. Multiple studies have concluded that employees who are more engaged and happier in the workplace produce more engaging, memorable, and successful customer experiences.
All of an employee’s interactions with a company, from start to finish, make up EX. The experiences of contact center agents on the job are worthy of special attention through agent experience (AX) programs. Because contact center agents work so closely with customers, they have direct impacts on CX.
Get immediate access to your complimentary trend report!
Join the ICMI weekly community newsletter providing the latest industry news, solutions, and case studies.
from UBM about its events and products
from other Informa Tech brands regarding products and services.
ICMI/UBM Privacy Statement