Scott Flewelling

Consultant @Copc Inc

Scott Flewelling has been working with COPC Inc. since and he has been involved with call center consulting and best practices for over 20 years and therefore brings extensive implementation experience to COPC Inc.’s services. Scott has led audit teams in over 15 countries on five continents, conducting audits for organizations providing contact center support in the areas of technical support, customer service, collections, healthcare and fulfillment. Scott is also responsible for the training delivery of the COPC® Registered Coordinator classes for both the COPC CSP Standard and the COPC VMO Standard, as well as High Performance Management Techniques training and COPC Auditor training at client sites.For performance improvement consulting within COPC Inc, Scott is primarily focused on helping companies to develop high performance approaches for Workforce Management. He assists these clients with developing and improving forecasting methodologies, creation of appropriate measures of success, minimizing the variation between customer demand requirements and staff capacity, and ensuring the balance between service delivery for the customers and controlling labor expenses.