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Scott Spera

Dr. Scott Spera

Instructor
Years Experience: 24
Education: -
Biography:
Dr. Scott Spera is a Program Director at Convergys Customer Intelligence Services. He is responsible for designing and implementing best practice customer experience measurement and improvement programs.

Scott emphasizes using the “voice of the customer” in prioritizing areas for process improvement, helping uncover root causes of dissatisfaction, and evaluating the effectiveness of process changes put in place by contact center management. As a Six-Sigma Black Belt, he consults with contact center management on organizing and implementing process improvement initiatives.

Since 1992, Dr. Spera has led marketing and employee research programs for Fortune 500 companies in the telecom and information technology industries (e.g., AT&T and NCR). He has delivered insights regarding market segmentation, direct marketing campaigns, new product development and customer loyalty to his clients. Additionally, he has led international and cross-functional teams to research and improve employee retention and individual and team performance.

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