Based on the 2023-2024 Contact Center Salary Report

ICMI conducted our 2023 State of Experience survey of contact center professionals. We gather the data to gauge where we stand in terms of measuring and improving both employee experience (EX) and customer experience (CX). 

In this report, we examine what the data shows us about the state of experience in the contact center industry and suggest areas that leaders should be paying attention to, including possible courses of action.

Get the latest findings on:

• Hiring and compensation plans, including industry health indicators
• Where contact centers are focusing training eff orts – and where the need to do better
• Technology investment plans
• 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
• Why it matters – in dollars and cents

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