Workforce Engagement Management

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.



Ed Creasey has been developing consulting practices for Interaction Analytics since 1998, using traditional Quality Management principles along with Speech and Customer Journey Analytics.  Ed has 10 years’ experience of deploying speech and text analytics across EMEA using on premise and managed service solutions. He now helps organisations solve their business challenges through the use of Analytics, Real Time and Employee Engagement solutions. 


Colin Whelan has been a part of the Customer Contact Industry for the last 25 years, leading and supporting the UK & Ireland communities as a thought leader in resource planning, Back Office Optimization and Data, Analytics and Insight. Working for Companies including Barclays Bank, First Choice Holidays and Barclaycard, before joining Aspect as a Senior Solutions Consultant he was the Head of professionalism for the Forum, where he was instrumental in the development of the world’s first accredited University qualifications for the customer contact industry, along with standards in reporting, targeting and the use of intelligence.


Dan Carpenter leads the sales and marketing initiatives at QStory. With over 20 years of global sales and partnering leadership experience in Contact Centers for both start-ups and mature organizations, Dan has repeatedly developed and executed highly successful strategies to drive revenues and exceed quotas. He also holds an IVR pate