Strategic Call Center Consulting About Us

Get to Know Strategic Contact

The experts in contact center strategy, operations, and technology.

Experienced consultants averaging 25+ years in the industry
Proven project frameworks tailored to each client’s needs and objectives
Practical knowledge of technology and operations including challenges and keys to success
Keen strategic insights to drive business, operations, and technology plans

We help companies optimize the value of their contact center technology and operations.

What we do

We meet the people, process, and technology challenges of contact centers with innovative, effective approaches that deliver measurable results. Whether we’re working for a Fortune 500 company or a small to medium business, we work closely with clients to achieve their business goals through meticulous project planning and execution.

Planning

We assess the current environment, define the vision and actions to meet goals, and develop the roadmap to make it happen.
Executing

We provide expert advice in center design, technology selection and deployment, process design, and change management.
Educating

We serve as featured speakers at events and share our knowledge and insights through industry publications and blogs.
Analyzing

We conduct original research to explore industry trends and lend our perspective to aid decision making.

We live our core values of excellence, respect, integrity and high value results.

We set the bar very high at Strategic Contact. After all, our team and our project results are the only product we have. While we have different backgrounds, we share common traits:

We are energized by solving client issues. We've been "accused" of being passionate about our work, and we're fine with that!
We dig in, roll up our sleeves, and get involved. There's no watching from the sidelines.
We're focused on your business and don't take a cookie-cutter approach. We are open-minded, objective, and collaborative.

We know what we're doing. Our years of being in the trenches help you feel confident in our abilities and knowledge.
We also like to have fun. We find ourselves and our clients smiling and laughing as we share knowledge and solve problems.

Meet the Team

Lori Bocklund

Founder & President
Read about Lori >
Lori is a widely recognized and respected expert with over 25 years of experience in the contact center industry.
She brings her insightful expertise to each client, creating project approaches that solve real business challenges. Lori's extensive knowledge of technologies, processes, and organizational structures is highly coveted in the industry. Clients have sought her help on a variety of projects, including:
- Developing customer interaction and technology strategies to address business objectives
- Leading clients through projects that include process change, organizational redesign, channel growth, change management, and technology acquisition and implementation
- Helping build contact centers from the ground up to support new companies or new business initiatives
- Assessing existing operations and technology environments against best practices and then developing actionable recommendations for process change
- Developing requirements and helping clients select and implement the best technologies to meet their needs
- Serving as an expert witness in patent lawsuits in the contact center technology industry
A widely published author and recognized speaker, Lori co-authored the highly applauded book, Call Center Technology Demystified, along with many papers and toolkits. She's a frequent columnist and contributor in industry publications and has presented at conferences around the globe. She is the 2015 recipent of ICMI's Lifetime Achievement Award.

Lori received her BSEE from South Dakota State University, and her MSEE from George Washington University. She also holds certification in Change Management with Prosci.
Matt Morey

Senior Consultant
Read about Matt >
Matt leverages his 30 years of experience in telecommunications and call centers and is an industry-leading consultant specializing in technology, strategy, operations, and project leadership.
Clients seek Matt’s industry experience and unbiased perspective on a wide variety of projects including:
- Selecting and implementing a multi-media contact center platform to support virtualization across multiple sites
- Developing requirements, selecting, and implementing a knowledge management system for a Fortune 100 company’s contact center
- Defining requirements, securing vendor statement of work and service level agreements and project managing implementation for cloud-based (hosted) contact center solutions
- Developing and staffing a 24 x 7 contact center technology support team with the associated testing, monitoring, and trouble resolution processes and protocols
Matt contributes to the contact center industry by authoring articles focused on the use of contact center technology for industry publications including Contact Center Pipeline and InQueue (NACC).

Matt has a BS in Computer Science from Mount Union College as well as a Six Sigma Green Belt.
Shannon McAlister

Consulting Analyst
Read about Shannon >
Shannon is a process-driven individual with an eye for customer service. She recognizes that increasing efficiency, streamlining processes, and providing support to an organization not only impacts the bottom line, but brings added value to its clients.
In her role as Consulting Analyst, Shannon provides support in the following areas:
- Developing and maintaining key areas of research including industry and vertical market trends, benchmark surveys, and analyst reports
- Collecting, compiling, and analyzing industry and client survey data and findings
- Establishing and managing internal workflow processes and procedures
- Supporting development of articles, presentations, marketing materials, and other resources
- Managing vendor relationships
Shannon has a BA in Business Administration with an emphasis in Finance from Portland State University.