The agent experience (AX) refers to the overall experience of the contact center agent, from their physical environment to their mental and financial well-being to their morale and the day-to-day ...

Agents are the most critical resource in a contact center and yet the hardest to retain, as evident in high attrition rates. As per a NICE inContact-sponsored ICMI survey of 179 service and support ...

SK Telecom's AX Innovation 2.0 treats AI agents as digital employees with IDs, defined roles, and a lifecycle from hiring to termination.