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        <title><![CDATA[ Agent Experience RSS Feed]]></title>
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        <pubDate>Wed, 29 Apr 2026 21:20:19 +0000</pubDate>
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                <title><![CDATA[CMP Research Prism for WFM Dashboard]]></title>
                <link>https://www.cmpresearch.com/agent-experience/articles/cmp-research-prism-for-wfm-dashboard?utm_medium=RSS</link>
                <description><![CDATA[ Check out the CMP Research Prism for Workforce Management dashboard. ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/agent-experience/articles/cmp-research-prism-for-wfm-dashboard?utm_medium=RSS</guid>
                <pubDate>Thu, 05 Feb 2026 17:22:48 +0000</pubDate>
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                    <item>
                <title><![CDATA[2026–27 Executive Priorities Interactive Dashboard]]></title>
                <link>https://cmpteam.shinyapps.io/Exec_Priorities_26/?utm_medium=RSS</link>
                <description><![CDATA[ Identify and evaluate the investments that will most impact their customer contact organizations over the next two years. ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://cmpteam.shinyapps.io/Exec_Priorities_26/?utm_medium=RSS</guid>
                <pubDate>Tue, 06 Jan 2026 18:51:03 +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>
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                    <item>
                <title><![CDATA[Webinar Replay: Reducing New Hire Attrition in Today&#039;s Contact Center]]></title>
                <link>https://www.cmpresearch.com/talent-acquisition-hiring/whitepapers/webinar-replay-reducing-new-hire-attrition-in-todays-contact-center?utm_medium=RSS</link>
                <description><![CDATA[ The average customer contact organization will lose nearly $600,000 annually due to agent attrition – that’s more than double the cost compared to organization with strong agent retention strategies.... ]]></description>
                <author><![CDATA[ editor@cmpresearch.com (CMP Research Editor) ]]></author>
                <guid>https://www.cmpresearch.com/talent-acquisition-hiring/whitepapers/webinar-replay-reducing-new-hire-attrition-in-todays-contact-center?utm_medium=RSS</guid>
                <pubDate>Thu, 11 Apr 2024 17:09:53 +0000</pubDate>
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                <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>
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                    <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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