Register for Your Free Webinar Now:

"The State of CX and EX 2023"

Wednesday, July 19, 2023 at 2 PM EDT

ICMI conducts extensive research throughout the year. In this webinar, we will review the findings of our 2023 State of Experience survey, examine what those results mean for the contact center industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We’ll review the latest findings on:

• Hiring and compensation plans including industry health indicators
• Where contact centers are focusing training efforts  - and where the need to do better
• What drives agent satisfaction and retention and whether organizations are doing what’s needed to keep great agents
• Where we are in achieving great customer experience
• Technology investment plans
• And much more

Join ICMI Principal analyst Tim McElgunn on Wednesday, July 19 for an interactive and informative hour that will provide insight into what your contact center peers have told us about what’s working and what’s not in employee and customer experience. 

Speaker:

Tim McElgunn
Principal Analyst
ICMI & HDI

Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

Offered Free by: ICMI
See All Resources from: ICMI