Developing a Great Agent Experience in Your Contact Center – with Blair Pleasant

Thursday, October 6 at 1 pm CT

Special Webinar Featuring Industry Analyst and Contact Center Expert Blair Pleasant

Put simply, happy agents lead to happy customers. Further still, when contact center agents feel truly empowered, engaged, and motivated in their roles, contact centers transform into great places to work that are both highly productive and efficient at delivering excellent customer experiences. Clearly, positive agent experience (AX) is a win-win-win for customers, employees, and companies, but for far too long, developing great AX has not been a priority for many contact centers.

Join Blair Pleasant, and Lior Torenberg from Balto’s research team, for this special session to learn how contact center leaders can develop a great agent experience by focusing on motivation, empowerment, and engagement.

In this 45-minute webinar, we will share:
  • Why agent experience is vitally important for contact center success and the positive ROI of achieving high agent engagement.
  • Top motivation factors that drive agent satisfaction, engagement, and high performance.
  • How new technology and approaches (such as gamification, AI tools, and effective coaching and guidance) elevate the agent experience.
  • Strategies to support and engage agents throughout their careers, from brand new reps to your most tenured agents.

Register Now

🗓 Thursday, October 6 at 1 pm CT

Can’t attend the webinar? No worries!
Register now to receive the recording via email.

Meet the Speakers

Blair Pleasant

Blair Pleasant is President and Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies (now BCStrategies). With over 20 years experience as an industry analyst, she understands the market dynamics and challenges in these areas, and provides an objective perspective and insights to clients. She is a frequent speaker and participant in industry conferences, webinars, podcasts, and other events to help educate customers, solution providers, channel partners, investors, and others about the evolving Unified Communications and Collaboration and contact center markets. Blair’s articles can be found on and You can also find her on Twitter as @blairplez and on Facebook and LinkedIn. Visit Blair’s Website

Lior Torenberg

Lior is Principal Creative Solutions Manager and Head of the Conversation Excellence Lab (CEL), Balto’s hub for academic-level research. With the support of research teams and in-house data, the CEL creates thought-leading research content focused on actionable insights for the contact center industry, including industry surveys, academic partnerships, and reports backed by Real-Time Guidance call data provided by Balto. Learn more about Balto’s Conversation Excellence Lab

Lior Torenberg headshot

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