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Scott is a 25-year veteran of the Contact Center/Customer Service industry and had held every possible position within the contact center from starting on the phone as an agent up to, and including Senior Vice President. Throughout the past 15-years, he has focused all his efforts on helping corporations, both large and small, on-shore and off-shore, improving their contact centers by delivering engagements that significantly enhanced productivity, reduced expenses, and improved their overall Customer Satisfaction. While Scott is considered a contact center generalist, he has become a Subject Matter Expert in the areas of productivity improvement through Outlier Management, Workforce Management, IVR and ACD redesign, Outbound Dialing, and Knowledge Management.