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.
Credit Union Contact Center Benchmarking Survey: The Results Are In
Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...
Cloud-based Solutions Need a Good SOW
The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...
Why Contact Centers Like Cloud-Based Technology
Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed....
Technology for the Small Center
Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...
Taking a Fresh Look at Authentication and Routing
Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...
Some Nice Niche Technologies
Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at...
Managed Services: Easy to Want, Hard to Buy
Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....
The Three Ms of Implementation
Three management factors play a key role in technology implementation success: Project, Change and Vendor Management.
Most organizations focus on project management (PM)—the discipline of...
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...
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 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...
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...
