Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts By: Lori Bocklund

Take Charge of Call Center Process Optimization

In the people, process, and technology triumvirate of customer service operations, it’s all too rare to find someone who’s in charge of call center process optimization. Yet a process specialist can have a big impact on both the customer experience and call center performance. Process analysts work closely with front-line personnel, reporting and analytics analysts, quality monitoring and… Read More »

Multi-channel Communication: A Rose by Any Other Name…

“Multi-channel communication” is the 21st century version of multimedia communication for the contact center. Or is it? In fact, I think it is a potentially confusing term depending on who the audience is and their perspective. According to, the noun has many definitions, including several that are relevant to contact centers: a route through… Read More »

Four Key Opportunities to Improve Contact Center Support

We define seven key areas when considering contact center support functions. While the nature of these functions can vary greatly based on factors such as size, number of sites, type of business and business goals, culture, and other organizational roles and responsibilities, any center should be able to point to these functions and know how… Read More »

Avoid Pitfalls in Call Center Technology Implementation

Call center technology selection and implementation can be a painstaking affair. Defining requirements. Developing a Request for Proposal (RFP). Entertaining the vendors and sifting through all of the responses. Gaining buy-in from all the decision makers. Negotiating contacts. Developing and executing installation, testing, and production plans. If we spend so much time preparing for the… Read More »

Contact Centers Need Change Management

Most companies manage projects by checking boxes on a project plan. They declare victory when the new system is in production, process changes are implemented, or the organization charts are redrawn. While it’s all fine and well to celebrate milestones, they ought to save the ticker tape parade for a time when their projects demonstrate… Read More »