|You'll find much more expert advice on call center technology in our Ask the Expert feature. If you're looking for personalized advice on call center metrics, pose your own question to Lori Bocklund.
Lori 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.
Lori is a recognized industry leader in contact center strategy, technology, and operations. During her more than 16 years in the call center industry, 11 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). 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.
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.
To continue learning about managing VoIP technology in the call center, return to SearchCRM.com's All-in-One-Guide: VoIP in the call center