White Papers

State of Agent Experience and Engagement (ICMI)

Contact center agents are looking for purpose, trust, and the tools to help them succeed—otherwise, they’re leaving for better options.

ICMI—a company predicated on improving call center operations—set out to learn more about the agent experience, especially in the face of high attrition and a rapidly evolving industry landscape.

ICMI’s latest report, “State of Agent Experience and Engagement,” surveys agents and leaders to discover how today’s contact center is prioritizing its biggest asset—the agent—and the impact it has on retention and engagement.

The report explores today’s agents’ day-to-days, how training and onboarding impact their success, the complexities of their jobs as customer preferences have evolved, and the average tenure of call center agents.

As a business leader, you’re faced with a myriad of challenges, and a major one is fostering purpose in your agents and establishing yourself as an employer of choice. The insights you’ll discover in this report will help you prioritize your agents and instill confidence throughout your contact center.

The report’s many findings include:

  • Common types of coaching and onboarding
  • The challenges agents face when handling multiple channels
  • The technologies that call centers plan to implement—and the ones they don’t

Keep your agents around for the long term.


NICE Real-Time Interaction Guidance

Most contact center agents receive feedback on their performance after an interaction has already happened – when it’s too late to impact the customer experience. And over-the-shoulder coaching of individual agents does little to move the needle on overall customer experience measures, like CSAT or NPS. What agents need is guidance in the moment that empowers them to make every customer experience the best customer experience possible. That’s what CXone Real-Time Interaction Guidance does, using NICE Enlighten AI—the industry’s first-and-only purpose-built AI that’s pre-trained to understand the intricacies of customer engagement. Drive customer satisfaction with real-time AI on every call by advising agents at point-of-service on critical behaviors scientifically proven to boost customer satisfaction.