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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.

Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...

Take Self-Service Up Another Notch

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Try Omnichannel in Your Contact Center Again

Try Omnichannel… Again

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...
Use the Right Tools for Internal Communication

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

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 in the Contact Center

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...