Upstream Works Podcasts

Rethink Customer Engagement for Greater Lifetime Value

Rethink Customer Engagement for Greater Lifetime Value

In this podcast, Rob McDougall of Upstream Works discusses with Doug Green of Telecom Reseller,  the connected customer experience and what’s required for successfully transforming your engagement model to meet customer demand. We learn about how Upstream Works for Finesse with its distinctive omnichannel capabilities takes the focus off the channel and puts it instead on the customer experience itself, ensuring that the contact center can constantly evaluate, re-imagine, and reshape CX.

The CX Business Case for Long Term Impact and Value

The CX Business Case for Long Term Impact and Value 

Rob McDougall, President and CEO of Upstream Works discusses with Doug Green of Telecom Reseller, the business benefits and measurable value of offering exceptional, repeatable customer experiences across the organization. Learn how Upstream Works for Finesse (UWF) can help as the podcast highlights some of the typical, measurable impacts UWF has on productivity, costs, and ROI.

Digital Workforce Transformation in the Contact Center

Digital Workforce Transformation in the Contact Center

Rob McDougall, President and CEO of Upstream Works discusses with Doug Green of Telecom Reseller, how a successful approach to digital workforce transformation must balance agent optimization tools with customer care. McDougall shares insights on the key to agent success including the importance of proactive service, and having the knowledge and insight to take action. Learn how Upstream Works for Finesse can help with its single agent desktop, omnichannel management, and flexible integration model.

Integration is Key to Customer Experience Transformation 

Integration is Key to Customer Experience Transformation 

Upstream Works President and CEO Rob McDougall discusses with Doug Green of Telecom Reseller, strategies for how to integrate the key databases, channels, and applications that are core to designing and executing a customer experience strategy that is both achievable and drives real business value.  Learn how Upstream Works for Finesse can help with its API Integration Model that enables solution flexibility and customized integrations.