Lori Bocklund
Founder and President
Strategic Contact

But I also like the online access to archives and the ability to search and find good content on particular topics when I need it. CCP offers both.

In every issue, our team of consultants at Strategic Contact presents a "pipeline" of contact center technology insights—your monthly "Tech Line." We cover an array of timely topics that should be valuable to both operations and technology leaders. Our column frequently aligns with Jay Minnucci's "Agility Factor" column to provide important perspectives from both sides of the center—those running the operations and those providing and supporting the technology to enable it. We hope that you'll find valuable information there to help you optimize your center and plan for improvements.

It's an exciting and challenging time in our industry, with so much change going on and the need to find ever more efficient and effective

ways to service and sell to customers. Do yourself a favor and sign up to receive Contact Center Pipeline. And don't forget to tell your colleagues in other parts of the organization to sign up, as well. Then you'll all be ready to tackle the "next big thing."

Thanks, and we'll see you on the Pipeline!


Lori Bocklund 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."