Krysta Gahagen

Contact Center Survey Reveals How Leaders are Preparing for a Digital Future – 2018...

The results are in: Sparkcentral’s latest contact center survey data is now available as a free report Driving customer-centric service in the contact center environment...

How to Drive Customer Intimacy in the Contact Center

I was seated in the middle seat of the first leg of a recent trip and wanted out. There wasn’t anything I could do...

The Impact of the General Data Protection Regulation (GDPR) in the Contact Center

2018 is a big year for data protection. The General Data Protection Regulation (GDPR) is a significant piece of legislation designed to strengthen and...

Process vs. Progress: Don’t Let Process Hinder Your Customer Experience

Are you letting the process get in the way of progress when it comes to your customer experience? Ask yourself if this sounds familiar: The...

Solution-Based Service: The Backbone of a Great Customer Experience

I completely missed the sign on the front door as I walked into a coffee shop a couple of days ago. As the line...

Messaging: The Next Generation of Customer Support

In the last decade, brands have begun adopting digital channels beyond email to better interact and communicate with their customers. As social media and...

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