Scott Thomas
Contact Centers, Technology, and People - These are a few of my favorite things! Talks about #contactcenters, #leadership, #employeeengagement, and #tech
- Role
- Senior Partner at Proponisi
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Scott Thomas
My journey in contact centers began three decades ago at a mobile phone company, where I discovered something remarkable: a department often misunderstood by many yet filled with the most diverse and talented individuals I\'d ever encountered.As a Senior Partner at Proponisi, I bridge the human and technological aspects of customer experience. We\'re revolutionizing contact centers with AI solutions that honor the customer journey and the incredible people who make it possible. Working alongside our development teams, I help craft solutions that make our clients\' lives easier while ensuring their customers feel genuinely cared for.From handling customer calls to leading multiple contact center locations with teams of 500 agents and consulting for industry giants like FedEx and Delta Airlines, I\'ve witnessed the evolution of contact centers firsthand. I\'ve captured these insights in my book \"Ideas at Work,\" sharing the wisdom gained from working with world-class operations.When I\'m not reimagining the future of customer engagement, you\'ll find me exploring my passions for music, sci-fi, and emerging technologies. These inspirations continuously fuel my innovative approach to this dynamic industry. Let\'s connect and explore how we can transform customer experiences together!
Experience
Senior Partner
Nov 2015 — Present
Senior Partner responsible for software development, client experience, and implementation of Proponisi services.
Skills
- Business Process Improvement
- Recruiting
- Forecasting
- Customer Engagement
- Leadership Development
- Customer Surveys
- Consulting
- Business Transformation
- Customer Retention
- Professional Services
- Customer Service
- Process Improvement
- Customer Driven
- Outsourcing
- Program Management
- Contact Center Operations
- Coaching
- Employee Engagement
- Workforce Management
- Customer Experience
- Call Center
- Start-Ups
- Strategic Planning
- Customer Experience Management
- Call Centers
- Business Development
- Team Building
- Management
- Customer Satisfaction
- Training
- New Business Development
- Acd
- Business Strategy
- Bpo
- Leadership Training and Strategies
- Ivr
- Customer Driven Management (Voc)
- Performance Improvement
- Team Management
- Strategy
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