NICE CXone | White Paper - Small business call center: Can a cloud solution lead to customer nirvana?

Turns out the agent experience matters. A lot.

ICMI recently surveyed leading contact center managers from a range of industries to better understand today’s top contact center staffing issues, including agent engagement, attrition, the correlation between the agent experience and customer satisfaction, and more. Dive into the data and learn why keeping agents engaged at work is the first—and perhaps most important—step in delivering more meaningful customer experiences.

Download the ICMI Research, “The State of Agent Experience and Engagement in Today’s Contact Centers" and learn:

What impact Agent Experience has on CSAT
Key factors that are driving Agent experience, satisfaction and motivation
Best practices in hiring, training and compensation
Ways to navigate challenges and opportunities in supporting multiple channels

If you’re ready to make the leap, consider CXone. The all-in-one cloud contact center platform.

99.99%

Guaranteed
uptime

120+

Fortune 500 /
Global 2000

15 yrs

In the cloud

200+

Thousand agents

Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.

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