Scott Sachs
Industry Expert | LinkedInScott Sachs founded SJS Solutions in 2013, a consultancy that specializes in contact center strategy assessments and technology selection. Prior to SJS Solutions, Scott held senior management positions and has over 20 years of experience leading and growing large multi-site contact centers at Assurant Solutions, Comcast Cellular Communications and American Express. Sachs has an MBA from Columbia University and a BS from the State University of New York at Albany. He's published numerous articles on contact center strategies and has led webinars and podcasts on other customer service topics.
45 articles by Scott Sachs
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How to gather and evaluate customer sentiment
Sept. 24, 2026 -
Is average handle time obsolete?
June 5, 2026 -
10 essential skills for modern contact center agents
April 14, 2026 -
Contact center monitoring best practices for CX leaders
April 9, 2026 -
What makes contact center processes customer-centric?
April 9, 2026 -
How should contact centers use AI today?
April 8, 2026 -
Business benefits of a customer self-service strategy
April 3, 2026 -
Contact center compliance checklist for modern workforces
April 2, 2026 -
8 contact center metrics to improve agent performance and CX
March 19, 2026 -
A guide to contact center security best practices
March 6, 2026 -
How the convergence of UCaaS and CCaaS affects businesses
Jan. 29, 2026 -
What is a customer service manager? Roles and responsibilities
April 4, 2025 -
What is a cloud contact center?
Nov. 20, 2024 -
What is customer insight (consumer insight)?
Nov. 5, 2024 -
Average handle time (AHT): What it is and how to improve it
Oct. 7, 2024 -
contact center management
July 9, 2024 -
customer retention
June 10, 2024 -
How to reduce customer service costs
Sept. 19, 2023 -
How to calculate call center utilization rates
June 5, 2023 -
customer service charter
March 30, 2023 -
What does a customer success manager do?
Feb. 15, 2023 -
Why is customer self-service important for contact centers?
Sept. 30, 2022 -
How do omnichannel vs. multichannel marketing differ?
June 17, 2021 -
On-premises vs. cloud contact center: What’s the difference?
June 2, 2021 -
7 ways to avoid remote work burnout in call centers
Nov. 9, 2020
