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Upstream Works Blog | January 16, 2020

How AI Drives Innovation for a Better CX

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). We began by looking at the...

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Upstream Works Blog | January 9, 2020

The Power of Empowerment: Agents and CX

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for...

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Upstream Works Blog | January 2, 2020

CX – Making it Personal in 2020 with Omnichannel Optimization

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX...

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