Vatsana Gordon, graduate of Liverpool John Moores University, has worked in the contact centre industry for over 15 years for organisations such as Vodafone, British Gas and Capita. In that time she has seen a number of changes in the industry and significantly, the drive towards employee engagement and how it leads to greater customer excellence. Currently at HomeServe as Head of WFM for the Service Operations division, she oversees the Resource Planning for the claims call centre, back office, 3rd party contractor network, internal field engineers and the deployment centre.

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