Lori Bocklund
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.
Good, Fast and Cheap! Can You Really Have It All?
The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...
Fast Implementation with Success
Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and...
Is SIP Right for Your Contact Center?
Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or...
Build Your Strategy for Authentication and Fraud Prevention
Optimizing authentication and preventing fraud are hot topics in the industry. Knowledge Based Authentication (KBA) has been the approach for most centers until now;...
Cloud Ushers in “New Rules” for Technology Selection
Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Fraud Prevention
“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
Building a Resilient Contact Center
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Big Decisions Loom Beyond the “Cloud vs. Premise” Debate
Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
Time to Make Your Contact Center Smartphone Friendly
Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...
Work Together to Optimize Technology
Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology...
Use Technology to Optimize Staff
If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
Reduce Early Turnover with the Latest Tools
Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...
