On-Demand Webinar:

Agent Retention and Engagement: Strategies for an Era of Resource Uncertainty

About This Webinar:

Agent retention is a longstanding problem for contact centers, but it’s a solvable one. For many organizations, a key lesson of the pandemic was that they need better strategies for engaging with and optimizing their workforce.  Agents now have more choice over where they work, forcing contact centers to reevaluate their engagement and retention strategies.

Leadership has to provide agents with better tools that make it easier for them to do their jobs, and an environment that is collaborative and congenial.

They need to foster workplaces that clearly define the role of the agent and position the agent as an active participant in developing customer relationships. And managers need more visibility and control over agent performance. 

Fortunately, some of the technical advances in areas like AI, automation and analytics are leading to new and improved tools that make the agent’s job easier and more efficient. And the rise of self-service means that the interactions agents work with are more complex and unique. 

In this webinar, Ventana Research’s Keith Dawson and LiveVox’s Boris Grinshpun will discuss the current state of the art in agent-related technology and best practices. They will talk about the technology advances, modern best practices in agent management, and how management should think about the skills they’ll need to look for in the next generation of agents.

LiveVox [Aberdeen webinar / on laptop]

Complete the form to watch this on-demand webinar.

Featured Speakers

LiveVox [Omer headshot / Aberdeen]

Keith Dawson

Vice President & Research Director, Customer Experience
Ventana Research

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications.

Nick Bandy, Chief Marketing Officer, LiveVox

Boris Grinshpun

Vice President of Product Strategy

Boris has 20+ years of experiencing developing strategy and products focused on driving Customer Engagement and Digital Relationship Management. His specialties include online customer experience, cross-channel enablement, and CRM implementations. Prior to joining LiveVox, Boris was the VP of Strategic Planning and Online Banking at US Bank and founder of Terafina, a leading provider of Omnichannel Sales Solutions with integrated Analytics & Mobile Capabilities.

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

Learn More

One Unified Platform

All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Learn More

Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

Learn More

Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

Learn More

An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

Learn More

A Partnership You Can Trust

LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

Learn More


LiveVox is proud to be both PCI and SOC 2 Compliant.