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The Road to Agent Experience Maturity: A Self-Assessment

The Road to Agent Experience Maturity: A Self-Assessment

The Road to Agent Experience Maturity: A Self-Assessment

Date Published: November 05, 2019 - Last Updated 2 Years, 123 Days, 1 Hour, 44 Minutes ago

Pages: 16

Sponsor: ICMI Logo

Are you ready to begin the adventure of enhancing AX and maturity?

Agent satisfaction is vital for customer experience, but based on ICMI’s latest research, many organizations and leaders are challenged to keep agents motivated and engaged for the long-haul. In recent years, the focus in the contact center industry has primarily been on improving the customer experience (CX), but what’s often not adequately addressed is the importance of prioritizing the agent experience (AX). Without a consistent strategy executed to address people, processes, and technology as it relates to enhancing the agent experience, contact centers will continue to see challenges with attrition and a lack of engagement, all of which are direct causes of poor customer satisfaction.

In this toolkit, we’ll provide you with a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact center. Using this toolkit, you can assess your team’s level of AX maturity, so you can identify continuous improvement opportunities and become more proactive. With the step by step resources of this toolkit at your disposal and a reliable strategy in place, you will enrich the AX within your contact center, to better align people, process, and technology efforts more successfully.


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