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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

About the webinar

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

This isn't the omnichannel we were promised. 

In this 30-minute webinar, industry expert Lori Bocklund, of Strategic Contact, dives in on what steps you can take to improve your omnichannel experience. She's intimately familiar with the pressure you're feeling to add digital channels while trying to improve service levels and keep agents happy.  

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 watch:

  • 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.