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November 24, 2021

To Evolve CX, Evolve Your AX

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding...

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November 4, 2021

3 Valuable Considerations for Omnichannel Transformation

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep...

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October 21, 2021

Embrace Digital Channels to Drive Transformation

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center...

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September 30, 2021

Evolving CX Beyond the Contact Center

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Just as the call center evolved into the contact center, this shift is largely...

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September 16, 2021

Upstream Works Announces Partnership with Aspen Technologies Group Inc.

Upstream Works and AspenTGI Partner to Deliver Customer Experience Excellence  Woodbridge, Ontario, September 29, 2021 – Upstream Works Software Ltd., an omnichannel contact center solutions provider, is announcing a new partnership with Aspen Technology Group Inc., a cloud consulting company....

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