Agent satisfaction is vital for customer experience, but based on ICMI's latest research, many organizations and leaders are challenged to keep agents motivated and engaged for the long-haul. In recent years, the focus in the contact center industry has primarily been on improving the customer experience (CX), but what's often not adequately addressed is the importance of prioritizing the agent experience (AX). Without a consistent strategy executed to address people, processes, and technology as it relates to enhancing the agent experience, contact centers will continue to see challenges with attrition and a lack of engagement, all of which are direct causes of poor customer satisfaction.