Laura Grimes is the CEO of Harrington Consulting Group, Inc, and a Senior Certified Associate of International Calls Management Institute (ICMI) with a Masters in Business Administration and CIAC Call Center Management Consultant Certification. In these roles, she provides strategic and tactical guidance for numerous organizations in a wide variety of industries. Her clients include small, regional call centers to large, multi-national centers supporting a variety of industry including emergency assistance, HMO, insurance, manufacturing and non-profit. Laura specializes in contact center wellness reviews as well as projects in areas such as customer experience, forecasting/scheduling/budgeting, quality improvement process, change management, organizational alignment along with agent delivery, technology/vendor selection, site selection for call centers and long-term planning.