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Business Talk for the Call Center: Data that Drives Action

A complimentary webinar from ICMI

Date: Thursday, January 26, 2012
Time: 10 AM Pacific time / 1 PM Eastern
Duration: 60 minutes

Sponsored by: MarketTools

The call center is the hub of your organization, providing data and
intelligence that can help your company be a market leader. Whether you're a call center leader or a senior executive, you need to understand the gold mine of information that comes from customer transactions and how to put it into action.

Join this live presentation and discussion to learn…
  • Where your management and executive focus should be.
  • The five critical support teams that inform your strategy.
  • What information and analysis call center managers should be presenting to executives -- and what executives should be demanding of their call center leaders.


Laura Grimes, CEO of Harrington Consulting Group Inc., ICMI Certified Associate

Laura is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura holds a master's degree in business administration.

Mike Milburn, Manager, Research and Consulting Services, MarketTools CustomerSat

Mike is responsible for overseeing all Research Consultants and Project Managers to ensure programs are executed to the highest standards.

Mike has over 15 years experience in research and management. Prior to becoming manager of the R&CS team, Mike spent 2.5 years as a Sr. Project Manager for CustomerSat (later MarketTools CustomerSat) overseeing a range of programs from simple transactional surveys to full-blown global EFM programs.

Prior to joining CustomerSat, Mike was a Senior Researcher for Harris Interactive working mainly in Technology Research. In this capacity, he worked on a range of custom research projects including product development/testing, product naming, CPG. He also honed his analytical skill set using methodologies such as Discrete Choice, TURF, Max-Diff, etc.

Mike has a Bachelor’s Degree in Business Administration and a Master’s Degree in Education Administration. He is also a member of the Mensa Society.

Layne Holley, Director of Community Services, ICMI

Layne oversees research, content, peer channels and other programs and services for ICMI community members and stakeholders. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.