Author

Lori Bocklund

About Lori Bocklund

Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their technology and operations. She’s an engineer by training and a contact center professional by accident. She became a consultant because she’s passionate about helping centers achieve their goals. She shares her 30 years of experience through project work, articles, and seminars.

Blogs by this author

Agents Do What They are Incented to Do: Goal Alignment and Visibility Drive Performance

Super Agents Needs Super Training: Create and develop highly trained and skilled agents

Give Agents Tools to Address the Need for Speed

Three Ways Agent Experience is Boosting Customer Experience