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

Posts Categorized: Uncategorized

Getting to the Bottom Line for Cloud Solutions

Cloud vendors regularly crow about their “fast and easy” delivery of advanced contact center capabilities. When their benchmark is premise-based solutions, they’ve certainly got an edge. However, contact centers still need to put themselves and their prospective vendor partners through the planning paces before signing on the dotted line to ensure there’s a good fit… Read More »

A Tribute to Lori Fraser

This isn’t the way it is supposed to be… Lori and I had more projects to tackle, things to learn together, and adventures to share. But on Friday, July 26th, Lori departed this world surrounded by her loving husband and two children. Life will never be the same without her. I met Lori 14 years… Read More »

Contact Center Expo & Conference 2015

I always look forward to ICMI’s Contact Center Expo and Conference. It gives me a concentrated look at what’s happening in the industry apart from my day-to-day work with clients. And, of course, I always enjoy hanging out with folks who love contact centers as much as I do. Here are some observations that I… Read More »

Lori Bocklund Honored with Lifetime Achievement Award

The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad Cleveland, Senior Advisor and Past CEO/President of ICMI, shared the following remarks prior to recognizing Lori for her stellar contribution to the… Read More »

Health Insurance Contact Centers Gear Up for the Affordable Care Act

In my last post, I sounded the clarion call for State agencies to get ahead of the power curve to handle the contacts related to the Affordable Care Act. Health insurance contact centers are equally vulnerable to a serious upswing in activity as millions of Americans and thousands of small businesses attempt to navigate their… Read More »

Are State Agency Contact Centers Ready for the Affordable Care Act?

In March 2010, President Obama signed the Patient Protection and Affordable Care Act (PPACA) into law. Although the law is multi-faceted and has a phased implementation schedule, there are a few provisions that leap to mind as I think about the impact of the Affordable Care Act on State agency contact centers: Most folks will… Read More »