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Media Coverage | April 23, 2024

Agents and AI: A Winning Combo in Contact Centers

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements. In recent years, contact centers charged with managing customer experience (CX) have undergone a transformation. Specifically, customer service agents, with calm...

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Media Coverage | April 22, 2024

Why calling customer service has so many ‘speed bumps’

When it comes to calling customer service and successfully reaching a live agent, Rob McDougall knows all the tricks. The CEO of Upstream Works Software, which provides omnichannel contact center solutions, is no stranger to pressing “zero” repeatedly when met...

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Upstream Works Blog | April 11, 2024

3 Ways AI Improves Agent Experience

Artificial intelligence (AI) offers a level of flexibility and value to contact centers that legacy technologies simply cannot address. For contact center leaders, AI is best viewed as a blank slate with many possibilities rather than a solution for a...

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Press Releases | April 2, 2024

2024 CUSTOMER Magazine Product of the Year Award

Upstream Works AgentNow On-Demand Customer Service Solution Recognized for Exceptional Innovation AgentNow receives the 2024 CUSTOMER Magazine Product of the Year Award WOODBRIDGE, ONTARIO (April 2, 2024) — Upstream Works, an omnichannel contact center solutions company, announced today that its on-demand...

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Media Coverage | March 28, 2024

Future of Customer Service: Will AI Take Over?

As customers push for faster, better service, many MSPs are thinking about incorporating AI in some capacity to up the ante. While still immature, many believe that AI can improve the customer experience. A recent survey found that 62% of...

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