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Point of View: Contact Center Leaders on the Agent Experience

Point of View: Contact Center Leaders on the Agent Experience

Contact Center Leaders on the Agent Experience

Date Published: June 18, 2020 - Last Updated 2 Years, 121 Days, 8 Hours, 18 Minutes ago

Pages: 11

Sponsor: ICMI Logo

Agent experience is pivotal to customer experience. Read this Point-of-View to learn how to effectively engage agents, identify causes of frustration, and how to limit the contagious effects of disengagements.

For the past few years, there has been tremendous focus on the customer experience (CX) in every sector of the service economy. Designing, planning, and measuring that experience have become standard and expected practice. Some companies and organizations, however, seem to be exceeding the expectations of even the staunchest CX advocates. Smart organizations in the contact center world have discovered that the difference has to do with agent experience (AX): the way agents feel about their company, workplace, work, coworkers, management, processes, tools, and technologies. Engaged and focused employees positively affect not only the customer experience, but also the financial prospects of the company.

ICMI conducted interviews with several contact center leaders from different industry sectors in order to gain insight into the causes, effects, and measurement of agent experience in outbound call centers.

 In this POV we asked questions about:

  • The value of AX and the communication of that value
  • Specific causes of frustration and disengagement among agents
  • The contagious effects of disengagement
  • Keeping remote agents engaged


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