Throughout the past 25-years Scott has focused all his efforts on helping corporations, both large and small, on-shore and off-shore, improve their contact centers by delivering engagements that significantly enhanced productivity, and reduced expenses. He has worked extensively with clients on their Customer Experience (“CX”) initiatives from developing detailed strategies, to deployment of essential enabling tools such as CRM applications, interaction surveys, and analytics capabilities. He’s adept at quickly analyzing a client’s CX needs, and developing actionable strategies to enable best-in-class interactions.

Leveraging more than 15-years of contact center operations and process improvement experience, Scott Casson offers a proven track record of identifying and executing upon initiatives to significantly improve quality, boost revenues, and cut unnecessary spending. Casson’s unique blend of people, process, and technology experience enables him to develop and execute upon strategies and solutions that result in substantial business and financial benefit.Casson understands the operations side of the business as he has successfully directed contact center operations for multiple Fortune 500 companies. While serving in these roles he managed all functions and systems necessary to successfully operate nationwide contact center operations. This included goal development and attainment, budgeting, performance metrics, training, CSR and management motivational programs, processes, and technology. Additionally, Casson has served in the role of contact center process improvement consultant and catalyst serving a host of Fortune 500 organizations. His experience includes deep knowledge of Workforce Management systems and processes having completed multiple efforts focusing on all WFM functions (i.e., forecasting, scheduling, and intraday processes). These efforts resulted in between 15% - 25% efficiency gain within the existing CSR workforces’ targeted.Other areas of process improvement expertise include call automation and routing as he has designed and deployed a series of Interactive Voice Response (“IVR”) system projects, the largest of which successfully improved call deflection rates by more than 68% within a high volume customer service environment. Casson has also successfully deployed Nuance Speech capabilities, two Knowledge Management solutions integrated with the telecommunications platform, outbound predictive / preview dialing, CTI screen-pop, and Quality Assurance (call / screen recording) system deployments.

Scott Casson is a 20-year veteran of the Financial Services industry working both in an executive and senior consultant capacity. For much of his career he has been focused on business transformation, and large-scale Program Management assisting his corporations or clients drive significant change, efficiency, and growth. Throughout this time Scott has completed a wide range of Strategy Assessments, led large-scale technology enhancements, and driven operational improvements through business process and performance management improvement. Scott is an accomplished senior-level Program and Project Manager, and has directed the development of multiple Process and Program Management Offices for large corporations. Prior to moving into a Consulting capacity, Scott was a senior-level leader for the Western & Southern Financial Group. Throughout this time he developed and directed a process re-engineering team reporting directly to the CEO named PROSPER, or Process Redesign for Organizational Speed, Profit, and Expense Reduction. Initiatives identified and managed by Scott and the PROSPER team resulted in more than $50 million in expense reductions over a 5-year period. While at Western & Southern Scott also led multiple company relocation efforts, and also directed Contact Center Operations. Since this time Scott has performed more than 40 large-scale contact center improvement and transformation projects working in a senior-level consulting capacity.Scott holds a Bachelor’s Degree in Business Management, an MBA from Xavier University in Cincinnati, Ohio. He also has both PMP and Six Sigma Black Belt designations.

CLIENT RELATIONSHIP CENTERResponsible for establishing the strategic direction and business plan for the organization’s sales and field support contact center departments. Maintain full P & L responsibility for the contact center distribution channel and for driving efficiencies throughout contact centers company-wide. PROSPEREstablish the strategic direction and directed day-to-day operations for the organization’s elite process reengineering and project management organization named PROSPER (“Process Redesign for Organizational Speed, Profit, and Expense Reduction). Maintained overall responsibility for a project program containing 20+ large-scale initiatives resulting in more than $5 million in bottom-line savings annually. Ensured ongoing improvement of a proprietary reengineering methodology. Regularly interacted with members of executive and senior management to drive new initiatives and provide updates on projects that were in the implementation process.

Responsible for the creation, planning, implementation, and ongoing management of all contact center business processes required to effectively fulfill life insurance product sales generated through the internet. Managed the identification and deployment of more than 70 projects that resulted in sales of 36,000 products during this time.

Responsible for managing a team of between 18 – 22 customer service representatives taking inbound calls from customers. Assisted in the development of new business processes that drove efficiency throughout the contact center. Participated in the creation of new business processes that enabled contact center fulfillment of customer orders generated through staples.com.