Biographical Information

Christina McAllister

senior analyst, Forrester Research

Christina McAllister is senior analyst, Forrester Research, covering customer service and contact center technology, strategy, and operations.

Articles for Christina McAllister

Empathy Statements Aren’t Enough

Contact center agents need to be empowered to solve problems, not just say they're sorry.

Sorry, Companies. We’re Just Not That Close.

Brands need to tread lightly when it comes to messaging with their customers.

Companies, You Have to Invest in Your Agents

The humanless contact center is not happening. People matter.

Turning the (Back) Page: A Glimpse into Customer Service’s Future

CRM's new columnist has some thoughts, and here's a few about where CX is headed.