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Laurie Solomon is a Certified Associate of ICMI and Founder/President of Chicago-based LKS Training Solutions, an inbound call center management training and consulting firm. Her background includes eighteen years of hands-on call center management including nine years as Vice-President of Reservation Sales/Operations for one of the leisure travel industry�s largest outsource providers.Laurie is an expert in the field of adult learning with extensive experience in establishing effective monitoring and coaching programs, leadership and communication skills development, train-the-trainer and technology-based learning alternatives. She is a regular speaker at industry gatherings throughout the United States, Canada, United Kingdom, France, Australia and New Zealand. Some 10,000 call center professionals have attended Laurie�s classes and consistently rated them to be of the highest caliber. Laurie is an active member in several business associations and her articles have been published in Call Center Management Review and elsewhere. | 