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.
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...
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....
