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personalized engagements

October 22, 2020

Upstream Works Awarded 2020 Unified Communications TMC Labs Innovation Award

Upstream Works for Finesse is Recognized for Exceptional Innovation Woodbridge, Ontario (October 22, 2020) – Upstream Works announced today that TMC, a global, integrated media company, and its TMC Labs product review division, named Upstream Works for Finesse (UWF) a...

September 1, 2020

5 Ways to Keep Contact Center Agents Engaged

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and...

June 25, 2020

3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact...

June 10, 2020

How Omnichannel Contact Centers Can Maintain Business Continuity During a Pandemic

Every aspect of every business has been forced to adapt to COVID-19. While that alone could easily consume all your energy, the impact on your customers must be managed as well. With so much of business shifting to virtual spaces,...

March 21, 2019

4 Key Strategies for Effective Customer Experience Management

function loadScript(url){ var e = document.createElement("script") e.src = url e.type="text/javascript" document.getElementsByTagName("head")[0].appendChild(e) } loadScript("//widget.aggregage.com/bi/&keyword-LI=n&blog-group=customercontactcentral&keyword-selected-blog-id=0&overwrite-keywords=true&nw=false&widget-form-javascript=true&hide=true&time=" + new Date().getTime() + "&ref=" + document.referrer); When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business...

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