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 speak at Adapt’s 2018 Annual Credit Union Conference on March 11 – 14, 2018 at Disneyland in Southern California. Her talks are entitled “What Did You Learn Today? Lots from the CU Survey Data” and “Meet Your Performance Goals.”

Lori will also be a featured speaker at the ICMI Contact Center Expo in Orlando on May 21 – 24, 2018. Sessions include: “Improving Authentication and Reducing Fraud Risk: Beat the Bad Guys and Take Care of Customers, Too” (1-hour session), “It’s All About Data” (panel discussion), and “Contact Center Technology 101: What Every Professional Needs to Know” (workshop).

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