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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


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