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.