Knowledge - Insights: White Papers

Contact centre leaders know that an effective agent experience strategy and program are essential to providing quality customer service.

“It’s the agent’s experience that genuinely impacts the customer’s experience. More specifically, it’s the agent experience that impacts agent happiness, which powers the customer experience, which builds customer engagement, which ultimately influences the customer’s lifetime value to the brand.

However, the #1 challenge for contact centre leaders is training and retaining the staff needed to be successful, and not far behind in #3 is increasing agent engagement and morale.

But what are contact centres doing to increase agent satisfaction and improve engagement? And what could they be doing better?

NICE inContact teamed with ICMI to answer just that. This executive summary investigates current practices and perceptions surrounding experience and engagement at all levels in the contact centre.

Get insight on strategies to improve both the employee and customer experience, such as appropriate investment in improved technologies for customer interaction, communication, and workforce management.

Download the report below

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NICE inContact_The State of Agent Experience and Engagement in Today’s Contact Centres

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