Rick Merson is the global operations director for Atento, a customer management business process outsourcer with over 160,000 employees in 14 countries and $2.3 billion in annual revenue. Merson is a former Accenture partner and his background includes senior consulting, operations and outsourcing leadership roles at Verizon Wireless, AT&T Wireless, and American Express. Merson was recently a featured speaker at the ENGAGE and CONAREC industry conferences and has contributed articles to Call Center IQ, Tech Target, and ICMI.