-
Lori Bocklund is a recognized industry leader in contact center strategy, technology, and operations. During her more than 23 years in the call center industry, 18 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, articles, call center technology courses and seminars, and her book, "Call Center Technology Demystified" (Call Center Press).
In her consulting work, Lori helps develop strategies for clients that focus on, structured approaches that address the client's specific needs, and ensure high value in the delivery process. She is an effective communicator across all levels of management, and she uses her facilitation skills to help people with diverse goals and concerns come together to create and execute plans that deliver real business benefits. -
Do you have a question for our experts?
Contributions from Lori Bocklund
- The benefits of real-time speech analytics
- Using real-time speech analytics to monitor agents
- Is your call center multichannel or cross-channel ?
- How to account for temporary call center shrinkage
- Live chat customer support software -- a cost or benefit?
- Improving end-to-end processes to help customer service
- How to improve contact center efficiency -- without stepping on toes
- Using process optimization to increase efficiency
- Understanding call center occupancy vs. call center adherence
- How to increase call center staffing with Erlang C calculator
- How long should I spend on the quality monitoring process for each call?
- How can I measure call center agents' unavailable and "not ready" time?
- How to conduct successful IVR surveys
- Measuring individual employee performance in the call center
- How can our call center balance call volume and off-phone requests?
- How is call center agent utilization calculated?
- Call center staffing tools
- Call center dilemma: How to reduce hold times without adding staff