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Wanna Achieve Omnichannel Nirvana in Your Contact Center? Unthink it!

Improve your customer (and agent) experience now, while turning omnichannel on its head

Sponsored by Sharpen Technologies

Thursday, June 13, 2019 2-2:30 p.m. ET Your Desk!

Disjointed systems and a slew of interfaces in your contact center does not equal omnichannel. Lori Bocklund is guiding a discussion to rethink your omnichannel ecosystem for a better customer and agent experience.

About the webinar

Let’s get real. While omnichannel is undeniably every contact center manager’s aspiration, yours may feel more like a Rubik’s Cube. You know doing it right can unlock a multitude of benefits—more empowered agents, happier customers, lower costs. But you’re stuck with disjointed systems, multiple interfaces, siloed analytics, separate reporting and more.

This isn’t the omnichannel we were promised.

Not to fear, Lori is here! Lori Bocklund of Strategic Contact has 25+ years of experience working with people like you. She’s intimately familiar with the pressure you’re feeling to add digital channels while trying to improve service levels and keep agents happy.

Lori will engage in a rousing discussion with Murph Krajewski of Sharpen Technologies that promises to turn a long thought about concept on its head. They’ll help you get your Frankenstein of a system on track with a new approach that delivers value beyond just adding the next channel.

You’ll never think of omnichannel the same way again.

In this webinar, you’ll learn:

  • Why you need to rethink the definition of a channel to “unthink” omnichannel.
  • Why understanding “how you got into this mess” will help you get out of it.
  • How you can start improving your customer (and agent) experience without starting over.

Who should attend:

  • Contact Center Managers / Contact Center Directors
  • VP of Customer Operations / Customer Operations Officers
  • CTOs / CIOs / IT Directors

About your speakers:

Lori Bocklund

Founder & President, Strategic Contact

Lori is a recognized industry leader in contact center strategy, technology, and operations. She has 25+ years of experience helping companies maximize contact center ROI with services ranging from assessments and requirements to vendor selection and implementation. She holds a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University and is certified in Change Management with Prosci. Lori is a frequent columnist and has presented at conferences around the globe. She is a recipient of ICMI’s Lifetime Achievement Award.

Murph Krajewski

Vice President of Marketing, Sharpen Technologies

Murph has nearly 20 years of contact center industry experience in senior marketing roles working for leading cloud contact center providers. His experience also includes system administration roles, as well as customer-facing roles working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Murph is a frequently cited customer experience professional, having been interviewed by Forbes, Inc., CustomerThink, No Jitter and other nationally renowned media outlets.