Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Speaking Engagements

In addition to our consulting practice, we also find time to squeeze in speeches, training sessions, and webcasts on a variety of topics.

Lori Bocklund at ICMI

Lori will also be a featured speaker at the ICMI Contact Center Expo in Las Vegas on November 12 – 14, 2018. Sessions include:

  • Disruptive Technology: The Path From Turmoil to Transformation
  • Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers, Too
  • Contact Center Technology 101: What Every Professional Needs to Know

Other topics addressed at conferences, webcasts, podcasts, and seminars for organizations such as ICMI, CCNG, and SearchCRM include:

  • Contact Center Technology Planning: What Now and What’s Next
  • Cloud Solutions – Understand the market, your choices, and keys to success
  • Optimizing your Multi-Channel Customer Interactions
  • Omnichannel Routing and Reporting: What, Where, Why, and How
  • Optimizing Authentication and Mitigating Fraud Risks
  • Technology that Enables Home Agents
  • Smart Investments: Building the Case for Technology to Deliver True Business Value
  • The Virtualization Opportunity: A Compelling Case for the Multisite Contact Center
  • Optimize Contact Center Interactions With The Power Of Knowledge
  • Self-service and First Call Resolution Success through KM and Wikis
  • Total Cost of Outsourcing
  • Best Practices in Technical Support Operations