Lori Bocklund
Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Lori helps corporate and government contact centers develop and execute plans tied to business goals, such as technology strategy, VoIP and virtualization planning, technology requirements and selection, and project management and implementation. Backed by more than 20 years in the industry, Lori has developed a deep understanding of a broad spectrum of systems, applications and operational environments and extraordinary skill in making today's complex technology environments more easily understood. She's a popular, enthusiastic presenter, author and advisor, and shares her knowledge and practical guidance through numerous speaking engagements, articles, technology courses, and her book, "Call Center Technology Demystified." Email: [email protected]
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...
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...
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...
