ICMI Toolkit: The Road to Agent Experience


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Agent satisfaction is vital for customer experience - however, many contact centre leaders are challenged to keep agents motivated and engaged for the long-haul.

In recent years, the focus in the contact centre industry has primarily been on improving the customer experience (CX), but what’s often over-looked is the importance of prioritising the agent experience (AX).

This toolkit will provide you with a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact centre.
Download the Toolkit





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