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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 centre. 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 centre, to better align people, process, and technology efforts more successfully.