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        <title><![CDATA[ Agent Engagement RSS Feed]]></title>
        <link>https://www.cmpresearch.com/rss/categories/agent-engagement</link>
        <description><![CDATA[  ]]></description>
        <language>en</language>
        <pubDate>Fri, 06 Mar 2026 15:07:13 +0000</pubDate>
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                <title><![CDATA[Employee Experience Playbook for Customer Contact]]></title>
                <link>https://www.cmpresearch.com/agent-experience/whitepapers/employee-experience-playbook-for-customer-contact?utm_medium=RSS</link>
                <description><![CDATA[ Given the current economic climate, avoiding the high cost of employee turnover in new hire classes and reducing volatility in the talent pipeline is key. This playbook reveals the 3 key findings to i... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-experience/whitepapers/employee-experience-playbook-for-customer-contact?utm_medium=RSS</guid>
                <pubDate>Wed, 20 Aug 2025 19:20:19 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[2023-2024 Customer Contact Executive Benchmarking Report]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/media-kits/customer-contact-executive-priorities-in-2023-2024?utm_medium=RSS</link>
                <description><![CDATA[ Creating a frictionless customer experience and retaining talent are the top, most urgent priorities for customer contact leaders in 2023-2024 – the most important and most difficult for leaders to ac... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/media-kits/customer-contact-executive-priorities-in-2023-2024?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:38 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[How Much is Agent Attrition Costing You?]]></title>
                <link>https://www.cmpresearch.com/talent-acquisition-hiring/media-kits/how-much-is-agent-attrition-costing-you?utm_medium=RSS</link>
                <description><![CDATA[ Did you know that, according to a recent study published by CMP Research, 65% of customer contact agents plan on leaving within two years? And 66% plan on leaving the customer contact industry. Take a... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/talent-acquisition-hiring/media-kits/how-much-is-agent-attrition-costing-you?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:38 +0000</pubDate>
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                    <item>
                <title><![CDATA[Operationalizing Flexibility: Enabling Autonomous Working Styles in Today’s Cont...]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/articles/operationalizing-flexibility-enabling-autonomous-working-styles-in-todays-contact-center?utm_medium=RSS</link>
                <description><![CDATA[ Flexibility is the second biggest driver of agent & employee engagement and retention. In this whitepaper, learn how contact centers are structuring their hybrid and remote working policies. ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/articles/operationalizing-flexibility-enabling-autonomous-working-styles-in-todays-contact-center?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:37 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[5 Findings on Agent Experience in a Flexible World]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/whitepapers/5-findings-on-agent-experience-in-a-flexible-world-2?utm_medium=RSS</link>
                <description><![CDATA[ Agent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents. Remote and hybrid work environments increase complexity and uncertainty aroun... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/whitepapers/5-findings-on-agent-experience-in-a-flexible-world-2?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:37 +0000</pubDate>
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                    <item>
                <title><![CDATA[Data Snapshot: Agent Burnout]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/articles/data-snapshot-agent-burnout?utm_medium=RSS</link>
                <description><![CDATA[ In this short data snapshot, review further benchmarks on agent burnout. Use these slides in strategy presentations, business cases, and quarterly business reviews. Contact us with requests for furthe... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/articles/data-snapshot-agent-burnout?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:37 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[The KPI Disconnect: Driving High Performance in Customer Contact Managers]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/whitepapers/the-kpi-disconnect-driving-high-performance-in-customer-contact-managers?utm_medium=RSS</link>
                <description><![CDATA[ The KPIs leaders are typically held accountable to – Average Handle Time (AHT), Cost per Call, Customer Satisfaction (CSAT) - do not drive agent engagement and retention. ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/whitepapers/the-kpi-disconnect-driving-high-performance-in-customer-contact-managers?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:54:37 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[Proactive Measures to Mitigate Agent Burnout]]></title>
                <link>https://www.cmpresearch.com/agent-engagement/articles/subscription-content-1?utm_medium=RSS</link>
                <description><![CDATA[ Most executives are concerned with agent burnout (78%) but very few are measuring it (32%). ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-engagement/articles/subscription-content-1?utm_medium=RSS</guid>
                <pubDate>Mon, 04 Mar 2024 22:55:48 +0000</pubDate>
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