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Lori Bocklund

Lori Bocklund
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Lori Bocklund is the Founder and President of Strategic Contact. With over 25 years of experience in the contact center industry, she brings an extensive knowledge of technologies, processes, and organizational structures to each client engagement and solves real business challenges. She's a widely published author and regular speaker at industry conferences.​ Lori is the 2015 recipient of the International Customer Management Institute’s Lifetime Achievement Award.
Tips for Technology Selection in the Call Center

Technology Selection at Today’s Speed

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
WFM Budget Prep

State of the WFO Industry

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
3 Contact Center Technology Tips for Better Assisted Self Service

3 Technology Enablers Make Assisted Service Shine

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...
Contact Center Self Service as a Customer Satisfying Experience

Self-Service as a Customer-Satisfying Experience

Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...
Training Aligned

Don’t Shortchange Technology Implementation

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
Underutilized Metrics

CRM and the Contact Center

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...
Plan for Technology Change in the Call Center

Plan For Change

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
Call Center Technology Liason

Could a Business Analyst/Technology Liaison Be in Your Future?

Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...