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Upstream Works Blog | August 11, 2020

4 Ways to Bring a Human Touch to Contact Center CX

The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they...

Upstream Works Blog | 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...

Upstream Works Blog | June 10, 2019

Advancing the Conversational Experience Across All Channels

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Throw chatbots into the mix and you’ve got customers who can help themselves with simple transactions....

Upstream Works Blog | April 16, 2019

A Future-Proof CX Approach to Leveraging Emerging Technologies

In this episode of Natilik Live, Upstream Works’ Jeff Palmer discusses a future-proof CX strategy that protects brands from the potential pitfalls of silos –system, channel, or data – and highlights how choice and flexibility are key to a winning...

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