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:

Keep your agents around for the long term.