/Lori Backlund
Lori Backlund

Latest articles from Lori Backlund

Lori Bocklund is the Founder and President of Strategic Contact. With over 25 years of experience in the contact center industry, she brings an extensive knowledge of technologies, processes, and organizational structures to each client engagement and solves real business challenges. She's a widely published author and regular speaker at industry conferences.​ Lori is the 2015 recipient of the International Customer Management Institute’s Lifetime Achievement Award.

The Impact of Next Generation KM on the Contact Center

New Technology Solves an Old ProblemBy Lori Bocklund, President, Strategic Contact, Inc. Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle timesImprove First Contact Resolution (FCR) rate, and with it, the customer experienceEnable agents to handle increasingly diverse and complex contacts without extensive training and specialization […]

By |2019-04-16T20:14:18+00:00October 23rd, 2018|Categories: Knowledge Management|Comments Off on The Impact of Next Generation KM on the Contact Center

Industry Trends Highlight the Cloud KM Opportunity

New Technology Solves an Old ProblemBy Lori Bocklund, President, Strategic Contact, Inc. In spite of rumors to the contrary, the need for agents is as strong as ever. Contact Centers are planning for growth (agents!), even as the Artificial Intelligence hype train rambles on. Strategic Contact’s technology survey[1] shows growth as a top driver for acquiring technology for 40% of participants. In addition, 58% seek to fill feature/function gaps – and KM is undoubtedly a big one. […]

By |2019-04-16T20:14:18+00:00October 17th, 2018|Categories: Knowledge Management|Comments Off on Industry Trends Highlight the Cloud KM Opportunity
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