Scott O. Thomas is the Senior Partner with tpc (tamer partners corporation) As a seasoned industry executive, Scott brings a unique and highly valued combination of strategy, process, technology and leadership experience to contact center consulting. He shows clients how technology can add strategic value and how to best synchronize corporate strategy with the voice of the customer. Scott’s firm grasp of real-world contact center solutions has spanned 18 years of hands-on operational experience. During his career, he held a variety of leadership positions – everything from Call Center Manager to Operations Executive. Scott’s contact center leadership experience was fine-tuned at BellSouth, starting in the wireless division in the early days of cellular, and eventually moving to the start-up ISP division to lead contact center operations at BellSouth.net As the Senior Partner at TPC, Scott helped develop and launch the award winning Customer Driven Management (CDM), a hosted application that leverages the “voice of the customer” to improve employee performance. Scott has also co-authored a book, Ideas at Work, and is a frequent columnist and contributor in industry publications such as Customer Think, Contact Professional Magazine, and Contact Center World, and has presented at conferences around the globe such as ICMI, ACCE, Call Center Demo, IBTTA, AMA, IQPC, and others. His consulting clients have included some of the most recognized organizations in America – DELL, Teleflora, Ambit Energy, North Texas Tollway Authority, MDX, South Bay Expressway, FedEx, Delta Airlines, and many more. In addition to operational, leadership and strategic consulting, Scott has extensive knowledge of and experience with CRM, Voice of the Customer, CTI, CMS, IVR, ACD, Email Management, Workforce Management, and Performance Management systems and technology.