Lois Whitman

Lois Whitman has managed large and small contact center operations and worked as a consultant in the industry since 1974. She has particular experience in verticals such as healthcare insurance, hospitality/travel reservations, pharmaceutical, publishing and governmental services contact centers. Lois specializes in assisting companies who need hands-on optimization of their contact centers due to rapidly evolving situations involving cost issues, media impacts, customer satisfaction, mergers and acquisition and similar major organizational changes. In particular she especially focuses on workforce management issues, quality monitoring programs, performance measurements and issues related to employee recruiting, training, supervising and development. Most recently she has led several contact center process redesign projects for governmental entities as they endeavor to rapidly convert to multimedia communications channels. Her client list has included Merrill Lynch, UnitedHealthGroup, TriWest Healthcare, U.S. Department of Education and Department of Defense, the Federal Reserve Bank of Chicago and Priceline.com. Lois is a board member of the Southwest Chapter of SOCAP International.

Key Competencies

  • Operational Assessments
  • Workforce Management Analysis and Optimization
  • Process Analysis
  • Consolidation and Reorganization Analysis
  • Contact Center Interim Management
  • Contact Center Workflow
  • Organizational Design
  • Quality Performance Initiatives
  • Change Management Initiatives
  • Knowledge Management
  • Employee Retention and Training Analysis

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