Elliott Winit is a veteran contact center operations executive and consultant, with more than thirty-five years of experience directing, as well as consulting to large customer service, reservations, telemarketing, and financial services contact centers. He specializes in helping companies interested in ensuring that their contact centers are operating efficiently, cost effectively and are optimizing the customer experience. He has led these types of assessment efforts extensively during his career. He has experience in the design and layout of these centers, along with a successful track record in preventative labor relations. He has actively led both expansion and consolidation efforts for several international organizations. He also has extensive experience analyzing outsourcing alternatives for his clients.
- Operational Assessments
- Process Analysis
- Consolidation and Reorganization Analysis
- Contact Center Site Selection
- Contact Center Interim Management
- Outsourcing Analysis
- Contact Center Design
- Preventative Labor Relations
- Organizational Design
- Quality Performance Initiatives
- Change Management
Elliott has worked as a senior level consultant for both eLoyalty and IBM in their Contact Center Optimization Practice Areas during his seventeen year consulting career. He has consulted to companies worldwide, including Agilent Technologies, General Motors, The New York Times, NiSource, Reliant Energy, Sprint Wireless, SunAmerica, T-Mobile, Union Bank of California, Washington Mutual, and many others. Prior to starting his consulting career in 1997, he held senior management contact center positions with such companies as American Express, Walt Disney Attractions, Sheraton Hotels, and CitiGroup.