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BEAVERTON, OR — April 2, 2004 –

? Strategic Contact is a new, independent consulting firm focused on maximizing the strategic business value of customer contact. Strategic Contact is led by contact center technology and operations expert Lori Bocklund, who has 16 years? experience?11 as a consultant?successfully applying contact center technologies to business needs.

Strategic Contact helps companies optimize the value of their call center?and customer interactions?to achieve their goals. Clients include businesses such as banks, insurance companies, utilities, healthcare providers, retailers, associations, nonprofits, and governments seeking to define and execute customer contact strategy; and contact center/CRM vendors seeking independent insights to product planning, technology trend analysis, and education. Any company can now get efficient and cost-effective help with customer contact and technology strategy and achieve defined business goals. More information about the services offered is available at http://www.strategiccontact.com.

“Companies today recognize the need to be more strategic in their approach to technology and operations planning and implementation,? said Lori Bocklund, Founder and President, Strategic Contact. ?With so much change in business and technology, and the need to spend scarce time, resources, and money wisely, strategic, objective thinking is imperative. Strategic Contact delivers valuable consulting services companies need to realize higher levels of business performance.”

?Lori is a true thought leader in the call center community, and Strategic Contact will deliver excellent technology and operations insights to their clients and our industry,? said Brad Cleveland, President and CEO of Incoming Calls Management Institute (ICMI). ?We are excited about working with Strategic Contact. Along with providing educational services through ICMI channels, Lori will be leading the Technology Professional Interest Area (PIA) of ICMI membership services. She’ll be part of a team that provides our members with access to the industry’s top professionals.?

Strategic Contact is offering ?Jump Start? projects to help companies that are ready to do call center business and technology planning but have limited resources to get started. These services enable clients to achieve their goals through such projects as voice over IP migration, call center outsourcing, information technology planning and realignment, and virtual call center design. Strategic Contact?s web site contains more information on these and other services, as well as important information for companies thinking about strategic call center planning and execution.

About Lori Bocklund

Lori Bocklund is a prominent speaker at leading industry events, and has presented seminars and tutorials to thousands of contact center professionals around the world. She frequently contributes articles on technology and operations to leading publications, including Network World, ICCM Weekly and Call Center Management Review, and is co-author of the book Call Center Technology Demystified (Call Center Press, 2002). She has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.

In 2004, Lori will be speaking at ICMI Knowledge Exchange (http://www.incoming.com), Purdue?s Call Center Campus (http://www.callcentercampus.com), the Direct Marketing Association?s Teleservices Conference (http://www.the-dma.org/dmatelephone), and CMP?s Annual Call Center Exhibition (ACCE; http://www.ccdemo.com/CCw4/).

About Strategic Contact

Strategic Contact is an independent call center consulting firm that helps companies optimize the strategic value of their customer contact technology and operations. Strategic Contact?s services help clients achieve their business goals through planning and execution of projects such as voice over IP migration, call center outsourcing strategy, information technology planning, and virtual call center design.

Strategic Contact? is protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.

Contact:

Strategic Contact

Lori Bocklund, President

(866) 791-8560 or (503) 579-8560

lori@strategiccontact.com

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