Lorne Wood

Trailblazer
DISC Type : DI

Contact Center Technology Consultant at Cloud Tech Gurus

Dallas-Fort Worth Metroplex, United States

Overview

Lorne is a contact center consultant with over 30 years of experience in quality assurance and BPO, having held director-level roles at Ticketmaster and Experian. A graduate of Western Washington University, colleagues describe him as an exceptionally talented and respected expert. He specializes in optimizing QA programs and implementing leading technologies.

He has a keen interest in innovation and forward-thinking ideas, following organizations like TED Conferences. Lorne is passionate about enhancing customer experiences and is recognized for empowering and motivating teams to achieve measurable success and drive continuous improvement.

Unique fact: Lorne holds two US patents for inventions that automate customer satisfaction surveys and agent performance evaluations using call recording metadata.

Personality Overview

Charismatic

Values Relationships

Persuasive

They are charming and have the ability to align others behind their decisions.  They are more likely to be open to unproven but exciting technologies. They like to keep things under control.

Topics They Care About

Contact Center QA
His entire career is built on optimizing contact center quality assurance. He has a passion for improving QA programs, training evaluators, and coaching teams to success.
AI & Automation
His current consulting role involves implementing AI and automation. He also holds patents for automating QA measurements and survey delivery.
Customer Experience
He has a consistent track record of enhancing customer experiences and driving CSAT scores to record highs through effective quality assurance and training programs.

Media Appearances

Lorne has no verified media appearances

Work History

9-2024
Contact Center Technology Consultant at Cloud Tech Gurus
3-2024
Founder and Managing Director at Better Call Center QA
11-2023 - 3-2024
Independent Contractor at Freelance
9-2021 - 11-2023
Contact Center Specialist, Master at Deloitte
Director of Quality Assurance and Training at Experian

Education

B.A. from Western Washington University

More Information

Social Presence :

Prographics :

Exp : 4 Location : Dallas-Fort Worth Metroplex, United States Job Level : Junior Designation : Contact Center Technology Consultant at Cloud Tech Gurus
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Insights For Selling To Lorne

During A Call Or A Meeting

DO's

  • Talk about yourself and some of your achievements at the start of the conversation
  • Display high self-confidence and expect them to have a strong personality.
  • Help them visualize the impact of their decision

DONT's

  • Avoid unnecessary negativity or slowness
  • Don’t hesitate from asking questions or pushing them, but take a friendly approach
  • Do not look like someone who doesn’t know what they are talking about

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lorne is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Lorne

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Lorne move?

  • If you earn their trust and they develop faith in the product, they can make decisions quickly.
  • Can Lorne take some risk or not?

  • They can take risks if necessary.

You And Lorne

Personality Compatibility


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