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.

Read more

Articles by Lori Bocklund

Is Your Center Really Resilient?

Self-Assess and Take the Next Step in Resiliency Readiness.

Operations Strategy People Technology Remote Work Strategy

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Trouble hiring? Workload increasing? High attrition? You are not alone!


Guiding Your Cloud Implementation

The guardrails that keep your technology project on track.

Operations Technology

Getting Your Technology on Track

Countless centers wind up with manual workarounds because things don’t talk to each other as promised.


Support Technology without an Analyst Is Like a Car without a Driver

The support analyst function is not an ‘in your spare time’ role. It’s a mission-critical component of any technology solution.

Technology Staffing

What Execs Want: How to Respond to Visionary Ideas

Keep an open mind and bring the ‘can do’ attitude that your executives expect.

Strategy Planning Remote Work Strategy

Contact Center Challenges and Priorities for 2021: A Year Like No Other

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.


Buyer’s Guide to Contact Center Technology: Scope and Sourcing

Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

Technology Unified Communications

Buyer’s Guide to Cloud Solutions

Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for your usage profiles.