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Lori Bocklund

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.
Make Your Contact Center Smartphone Friendly

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 Contact Center Technology

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 Contact Center Staff

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 call center tools

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 Survey Results

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...
contact center cloud solutions need statement of work

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...
Call Center Knowledge Management

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....
Realities of technology for the small center, including cloud, suites and managed services

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...
Call Center Authentication and Routing

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...
Review of Niche Technologies in the Call Center

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...
Call Center Managed Technology Service Tips

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...