Kelsey Brazill

GDPR FAQs from the Contact Center

In the wake of the May 25, 2018 GDPR implementation, businesses are left assessing their ability and requirement to comply with this regulation. The GDPR (General Data Protection Regulation) is a piece of EU legislation designed to strengthen and unify data protection laws for...

3 AI Investment Strategies to Satisfy Customer Expectations

Sparkcentral recently asked renowned customer relations expert, Steven Van Bellegham, to join us for a webinar to discuss how customer expectations are evolving faster than ever before as a result of today’s digital transformation. He expanded on these insights with added detail on what...

The Ultimate Disrupter – Customer Interactions with Brands Must Evolve

We recently teamed up with Rik Vera of Nexxus to bring you a forward-thinking webinar about the evolution of customer interactions with companies. As a summary of Rik’s presentation, Extreme Customer Centricity, I have highlighted a few of his conclusions around the expectations of...

Building a Successful and Empowered Digital Care Team

Great, you’ve decided to provide digital care to your customers! But… now what? When first getting started with your digital care program, it’s important to develop a successful and scalable strategy right off the bat. Building out a strong team of agents will play...

Provide Proactive Customer Service by Leveraging Customer Data

Our latest research report revealed that contact center leaders looking to exceed customer expectations in 2018 are focused on three key areas of change: modernizing performance metrics, implementing artificial intelligence tools (i.e., chatbots), and connecting customer data systems. The third area, leveraging customer data...

3 Ways to Drive Digital Innovation in Your Contact Center

Three years ago, Forrester Research expanded its customer experience index to include insights from multiple countries and diverse brands in order to tell companies how their customer experience ranks. To uncover Forrester’s latest insights into customer preferences and communication patterns, we teamed up with...

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