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Upstream Works Blog | 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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Upstream Works Blog | 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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Upstream Works Blog | 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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Upstream Works Blog | 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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Upstream Works Blog | January 25, 2022

Digital Transformation Made Simple: Keeping Pace with CX Innovation

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have...

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