White Papers

Contact Center analytics needs to be based on, first and foremost, good quality data. This short primer discusses the need for collecting quality data about your contact center operations.

Frost and Sullivan analyst Keith Dawson talks about the increasing complexity of analytics and how to improve contact center efficiency.

First Call Resolution affects every aspect of your business. Understand the ways it affects you, and the six benefits you will get from improving it. Learn how to measure your First Call Resolution rates and then improve them.

Upstream Works has an established reputation of successfully implementing advanced call center solutions. We have a practical store of best practices and insights that we have gained over dozens of successful implementations that allow us to stay focused on customer needs while delivering success. In this paper, we seek to share some of that knowledge and insight with you.