ICMI’s latest report explores today’s contact center agent experience.

Agents are the biggest assets in your contact center—so why is attrition high and engagement low? In the “State of Agent Experience and Engagement,” contact center analyst ICMI explores agents’ day-to-days, their levels of engagement, and how empowered they feel in a rapidly shifting industry.

As high attrition continues to challenge contact centers, ICMI’s report gives you insights into how agents are feeling about their jobs, why they’re leaving for better options, and what you can do to become an employer of choice.

Read the report to discover:

• Why more complex interactions are leaving agents burnt out
• How long the average contact center agent hangs around
• Real-example causes of agent attrition
• What you can do to attract and retain your most valuable assets