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.

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.