NICE inContact

You can’t move Customer Satisfaction without moving Agent Satisfaction!
As per Gartner survey1, 86% of Customer Experience executives rank Employee Experience as the #1 factor in delivering Customer Experience

To ensure you’re on the path to AX success,
this assessment will help you:

  • 1.
    Benchmark your overall AX maturity across organizational,
    people, process and technology functions.
  • 2.
    Identify next steps to accelerate results, based on proven
    AX principles.

MATURITY LEVEL

Image about different maturity levels

Find out if your contact center is delivering exceptional agent experiences.

Organizational Alignment

Organizational alignment can help create a great agent experience. Are your contact center managers and staff aligned on AX strategy and how to implement it?

Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).

People

A successful AX strategy takes everyone’s needs into consideration. Do you have a methodology in place to ensure you’re meeting the needs of both your customers and staff?

Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).

Process

Implementing AX across all agent workflows is a company-wide effort. Are you clearly communicating roles and expectations across your team?

Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).

Metrics

To prove AX success, you need to be able to measure it. Are you collecting the data you need to understand how your AX strategy is performing?

Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).

Technology

Technology can help optimize the agent experience by creating efficiencies, and integrating data across your enterprise applications for better customer interactions. Are you leveraging technology to take your AX to the next level?

Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).





MATURITY MODEL

AGENT-
NEGLIGENT

Failing to value agent essential assets

AGENT-
CHAOTIC

Aware of AX, though little action and no coordinated effort established

AGENT-
AWARE

Beyond offering lip service to AX, and has begun to design a centralized, coordinated effort

AGENT-
CENTRIC

Established, centralized AX initiative with a clear strategy and real outputs

AGENT-
CHAMPION

Agents are valued as the supreme asset and a consistently outstanding AX

Here’s a snapshot of the people, processes, and technologies for an organization.

People Icon

People

Process Icon

Process

Technology Icon

Technology



Want to move up to the next maturity level? Download our assessment toolkit to learn next steps.

Step Up Your AX

Learn more on your AX maturity level and a path to step up.