President - APM Music
 
Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Strategic Contact helps companies succeed through projects that develop and execute plans tied to business goals, such as VoIP migration planning, outsourcing evaluations, and technology strategies. Strategic Contact partners with ICMI on consulting projects and technology education.
Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the call center industry, 19 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. Lori works in the trenches with clients on consulting projects, and brings that experience to every seminar she delivers.
Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori has presented seminars and tutorials to thousands of call center professionals in the U.S., Canada, Australia, New Zealand, South Africa, and Ireland. Lori is co-author of Call Center Technology Demystified (published by ICMI Press). Attendees of Lori's courses appreciate her enthusiasm, energy, and humor. She has a great ability to use her technical and industry knowledge, along with her excellent communication skills, to make today's complex technology environment more readily understood.
Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.