The Post-Pandemic Agent Experience: What’s Changed and What Needs to Change?

As contact center teams push through 2022, how have jobs and the industry changed? To find out, ICMI looked at what contact center agents and decision makers see as important in creating and maintaining agent satisfaction and effectiveness. We asked about agent experience measurement, tech and training investment plans and how organizations are attracting, motivating, upskilling, and retaining agents in a tumultuous labor market.


Our new study provides a window into the current state of agent experience, contact center technology and processes, and explores the differing perception of agents, supervisors, and directors about what’s important, what works, and what needs to change.

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