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Lori Bocklund

Strategic Contact


Founding Advisor

Widely recognized and respected expert in customer interaction strategy, technology and operations. Critical and insightful thinker who creates custom project approaches that serve clients' needs and solve real business challenges. Effectively develops a vision and strategy, communicates them in a practical, results-focused manner, and ensures structure and framework deliver value each and every time. Widely published author and prominent speaker at contact center industry events.

I have 31 years in the telecommunications and call center industry. 26 years as an industry leading consultant addressing contact center strategy, technology, operations, and associated business needs for a wide range of client types.

Representative Accomplishments

  • Knowledgeable in vertical industry contact center best practices, including financial services (banking, credit unions, investments, insurance), utilities, health care, retail, and government.
  • Authored dozens of articles and papers. Develop and deliver presentations to share knowledge and insights. Routinely rated one of the top speakers at industry conferences.
  • Developed contact center technology training; delivered in US and six other countries.
  • Co-authored book on call center technology that has been widely praised in the industry.
  • Served as an expert witness in patent lawsuits for the call center and telecommunications industry, providing non-infringement analysis, expert witness reports, and deposition testimony. Also served as an expert witness in contact center liability cases.

Publications, Speaking Engagements, Recognition

  • Received Lifetime Achievement Award at ICMI Global Contact Center Awards 2015
  • Articles published in variety of publications such as: Contact Center Pipeline, NACC InQueue, Customer, Customer Management Insight, Call Center Management Review, Network World, Contact Professional, SearchCRM; also published a variety of white papers
  • (see www.strategiccontact.com/publications)
  • Featured Speaker for variety of conferences such as: ACCE/Contact Center Expo, Contact Center Demo, National Credit Union Call Center Conference, select vendor and vertical market events, and various networking groups
  • Member of Advisory Boards for ICMI and Contact Center Pipeline
  • Authors various industry survey reports on challenges and priorities, various technology applications and usage, and Credit Union contact center best practices
  • Call Center Technology Demystified (Call Center Press, 2002) – co-author
  • Call Center Planning & Design Toolkit (Prosci, 2002) – contributor
  • Call Center Best Practices Report (Prosci, 2001, 2004) – contributor

Author Wall of Fame

What is one thing other people don’t know about you?
I’ve been to over 35 countries and achieved my “50 by 50” goal by visiting every state before, well, age 50. I have run and bicycled tens of thousands of miles and currently have a 10,000 steps-a-day streak over 260 days.

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Articles by Lori Bocklund

Measuring and Achieving FCR

First-contact resolution can be hard to measure and achieve. A look at tools that can play a key role in reaching your FCR goals.

Technology


What to Do with Your IVR?

Many old, bad IVRs are idling away as businesses look the other way—but customers feel the pain every day. It’s time to do something!

Technology


Imagining the Possibilities with AI

Remember that AI is not going to just run on its own. You need people involved for the “human-assisted learning” to determine how to act on the insights and opportunities the system discovers.

Operations Assisted Service Technology Self-Service


2018 Contact Center Technology Survey Reveals Critical Needs

Integrating disparate applications into a coherent contact center technology architecture remains the number one challenge.

Research


The Case for Technology in an Understaffed World

No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.

Operations Assisted Service Technology Workforce Optimization


The Death of the RFP?

Fairness and communication are the underpinnings of success. Many of the stereotypes and fears about the selling and buying process come from the lack of these two things.

Strategy Planning


Good, Fast and Cheap! Can You Really Have It All?

You need to dive into the true cost because it may not be as simple (and low) as it seems.

Strategy Planning


Haste But Not Waste: Fast Implementation with Success

Part of achieving success is avoiding problems that could compromise it.

Strategy Culture


SIP In The Contact Center

While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the “best” way.

Technology Workforce Optimization


Contact Center Challenges & Priorities for 2018

Perhaps now we’re moving into an era where the technology can help achieve “genetic engineering” to change some of those fundamental challenges, or provide better ways to tackle them.

Research


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