Live | October 16 - 19
Orlando | FL
ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in EST.
| Scott Thomas, an executive with over three decades in the contact center industry, has managed operations for large-sized contact centers, consistently meeting performance benchmarks throughout his career. In addition to his operational roles, Scott has been a sought-after consultant for notable companies like FedEx, Delta Airlines, Dell, and the NTTA, offering insights that have been instrumental in refining their customer service and operational processes. A recognized voice in the industry, Scott frequently speaks at conferences and client leadership events, sharing his expertise and insights. His commitment to fostering a culture of engagement and continuous learning has been a hallmark of his leadership style. He has also authored "Ideas at Work: Powerful Ideas for Transforming Your Contact Center," further showcasing his deep understanding of the sector. As Client Partner at Proponisi, Scott oversees software development and client support teams and provides support. Beyond the technical aspects, he strongly focuses on leadership development and employee engagement, ensuring teams are motivated, well-trained, and aligned with company values. With a background in managing contact center teams, call center metrics, and various operational initiatives, Scott Thomas brings a wealth of experience to organizations aiming to enhance their contact center operations and customer service. His expertise in leadership, coaching, and employee engagement sets him apart as a valuable asset in the industry. |