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Laura is CEO of Harrington Consulting Group Inc. She 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, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans. She has taught and lectured at several universities and has written many. Laura is on the faculty for the University of Phoenix. She is a frequent speaker at call center industry events and has written many articles for call center publications including Call Center Management Review and industry development publications. | 