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Upstream Works Blog | July 7, 2022

EXECUTIVE INSIGHTS – In Conversation: Rob McDougall, CEO of Upstream Works, on AI & Setting Expectations in the Contact Center

Rob McDougall is the driving force behind Upstream Works Software. He is passionate about using the best technology to make the agent experience better. With so much technology change, this is hard to do, but the stakes have never been...

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Upstream Works in the News | June 9, 2022

Upstream Works Announces AI Application Integrations for Intelligent Agent and Customer Experiences

Leader in omnichannel contact center solutions introduces next-level innovation, providing agents with AI-powered guidance and automation for faster resolutions. WOODBRIDGE, ONTARIO (June 9, 2022) — Upstream Works, a provider of omnichannel contact center solutions, announces today a suite of artificial...

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Upstream Works Blog | April 28, 2022

3 Essential Factors for Onboarding Contact Center Agents

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. But, it’s the...

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Press Releases | March 30, 2022

2022 CUSTOMER Magazine Product of the Year Award

Upstream Works Receives 2022 CUSTOMER Magazine Product of the Year Award Upstream Works for Finesse Recognized for Exceptional Innovation WOODBRIDGE, ONTARIO (March 30, 2022) — Upstream Works announced today that TMC, a global, integrated media company, has named Upstream Works...

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Upstream Works Blog | March 17, 2022

Maintaining Staff and Improving Speed to Competency During the Great Resignation

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those...

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