Cable-Tec Expo 2018

Scott Wise
VP, Contact Center Operations
Cox Communications


Scott Wise is responsible for leading Cox’s contact center operations support team. Wise is responsible for the shared services organization that provides capacity planning, call forecasting, agent scheduling and real-time call center management. The objective of this team is to ensure delivery of optimized call center staffing to achieve answer time targets for all Residential and Cox Business call queues. Wise also provides vision and strategy for the call center telephony platform, IVR self-service application, and call center service agent desktop, and call center reporting and dashboards. Wise has more than 20 years of customer service experience in the telecommunications, wireless and internet industries. Prior to joining Cox, Wise served as vice president of customer care for EarthLink where he oversaw the operational functions of the customer service operation. In addition to the U.S. organization, he managed operational functions based globally. Wise holds a bachelor’s degree in Business Administration from Webster University in St. Louis, MO. and a master’s degree in Organizational Management from the University of Phoenix.

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