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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.

Use the Right Tools for Internal Communication

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

Time to Create a Better Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....

Automate Those Manual Processes

Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle...

It’s Time to Bid Farewell to Excel-based WFO

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...

Highlights from the 2019 Challenges and Priorities Survey

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...

Contact Center Challenges & Priorities for 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing...
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

Calculating ROI for Contact Center Technology Investments

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must...

Contact Center Cost Models Help Quantify ROI

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of...
Measuring First-Contact Resolution

Measuring First-Contact Resolution

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...
You Can’t Afford NOT to Pursue Knowledge Management

You Can’t Afford NOT to Pursue Knowledge Management

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...
What to Do When Your IVR Goes Out of Support

What to Do When Your IVR Goes Out of Support

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...