White Papers

ICMI Agent Experience Maturity Model & Toolkit


Agent Experience is a key driver for Customer Experience. In this toolkit, we’ll provide you with a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact center. Using this toolkit, you can assess your team’s level of AX maturity, so you can identify continuous improvement opportunities and become more proactive. With the step by step resources of this toolkit at your disposal and a reliable strategy in place, you will enrich the AX within your contact center, to better align people, process, and technology efforts more successfully.

White Papers

Agents are the biggest assets in contact centers. Learn first hand from agents, supervisors and Senior management on what motivates and engages the agents the most. Learn more interesting data around agent training, onboarding, performance, tools and many more from this ICMI survey on agent experience and agent engagement.

Customer Stories

Amplifon Improves Productivity with NICE CXone

As a leader in hearing health care, Amplifon moved to NICE CXone's cloud CX platform to improve the productivity of its contact center and integrate with campaign system. As a result, campaigns are more effective, speed to market has improved, and agent productivity and satisfaction have both increased. 

Demo Videos

Supporting Contact Center Agent Retention with WFM (Video)

CLEARLINK leverages Workforce Management to enhance and improve agent retention.