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June 29, 2022

AI Reporting and its Impact on the Agent and Customer Experience

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation. The analysis continues here by...

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June 15, 2022

Provide a Better Agent Experience with AI Application Integrations

Artificial Intelligence (AI) applications and digital transformation remain core technology trends across all facets of business, but they are especially relevant for contact centers. AI in particular holds great promise but remains poorly understood. The complexities around AI are difficult...

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June 9, 2022

Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

By: Rob McDougall, CEO, Upstream Works Software  I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being...

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February 24, 2022

2 Key Pillars of Your Contact Center Digital Transformation Strategy

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than...

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February 16, 2022

Transform Agent & Customer Experiences with AI Applications

More than ever before, the contact center space is being transformed by technology. As 2022 unfolds, be prepared for changes to happen both faster and on a larger scale than you might care for. While customer service once required little...

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