Scott Casson

Operational Improvement Delivery Lead


Scott is a 20-year veteran of the Contact Center / Customer Service industry and had held every possible position within the contact center from agent to Senior Vice President. Throughout the past six (6) years he 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, reduced expenses, and improved their overall Customer Satisfaction. While Scott is considered a contact center generalist, he has become a Subject Matter Expert in the areas of productivity improvement through Outlier Management, Workforce Management, IVR and ACD redesign, Outbound Dialing, and Knowledge Management. Scott is a student of the contact center constantly looking to learn new processes, how to better implement and operate technology, and also how to improve the jobs of those who work in our centers.

Prior to joining Innovar Scott started his career with Staples Direct where he was a front-line agent, team leader, and a Supervisor. Later he moved to the Western & Southern Financial Group, a Fortune 500 Financial Services company, where he held the positions of Manager, Director, and Vice President. Leveraging "hands on" experience learned in these positions, Scott transitioned into Consulting where he worked several years with the Convergys Corporation, Customer Operations Performance Center or COPC, and Contact Center Improvement Solutions.

Scott holds a Bachelor's Degree in Business Management, an MBA from Xavier University in Cincinnati, Ohio, and also has both PMP and Six Sigma Black Belt designations.