Having truly engaged contact centre employees requires adjusting the mindset and technologies to manage agents' day-to-day roles. Inspired by the recent Gartner report on Workforce Engagement Management, hear different perspectives on how WFO is moving to the next level.

Martin Hill Wilson is an independent consultant with a long standing track record in customer engagement strategy and implementation, He is a well known international speaker and chair for contact centre and customer engagement conferences . He is also a global authority on social customer service and co-author of “Delivering Effective Social Customer Service" He formed his consultancy Brainfood in 2008.