Webinars

Moving up the Agent Experience (AX), One Step at a Time

Overview

Facing challenges with agent attrition, engagement and satisfaction? Then you’re not alone. Many contact centers are searching for solutions to boost their agent experience — because happy agents mean happy customers. New research on the state of agent experience in today’s contact centers point to what really drives agent engagement — and what it looks like to build impactful agent engagement. Learn more about this research and discover a maturity model that will help you see where your contact center measures up against your peers.

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.

Customer Stories

Call Center Solutions Help Global lndustrial Boost Customer Satisfaction

Despite selling thousands of industrial equipment and supplies to businesses throughout North America, Global Industrial found it wasn’t necessarily delivering when it came to customer service and satisfaction, thanks to an outdated on-premise contact center system. But moving to NICE inContact and its CXone cloud customer experience platform changed all that. Now armed with key insights and metrics from CXone analytics and reporting, Global Industrial has raised the bar on its customer experience. With efficiency up and key call measures down, customers are responding with increased satisfaction.

Demo Videos

Increase Agent Productivity with MAX – My Agent eXperience

Take a detailed look at the tools and functionality in Max - My Agent eXperience that in increase agent productivity while enabling your agents to provide a superior customer experience.