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.
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
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
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...
Opportunities for AI in the Contact Center
Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
2018 Contact Center Technology Survey Reveals Critical Needs
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Volume Reduction Is a Multichannel Opportunity
Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...
How to Get the Best Results from Your RFP
Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process....
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...
