Lori Bocklund, President, Strategic Contact, Inc.

Lori Bocklund is President of Strategic Contact, an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Strategic Contact helps companies succeed through projects that develop and execute plans tied to business goals. In 2008, Strategic Contact was awarded a GSA contract for call center consulting services. The contract is a highly coveted, competitive award which qualifies the company to provide a full range of management consulting services to improve federal agencies' contact center performance.

Lori is a recognized industry leader in contact center strategy, technology, and operations. During her more than 22 years in the call center industry, 16 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, a two-day call center technology course, and her book, "Call Center Technology Demystified" (Call Center Press).

In her consulting work, Lori uses her strong critical and creative thinking skills to help develop the client's vision and strategy, structure approaches that address the client's specific needs, and ensure high value in the delivery process. Lori 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. She has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.