Upstream Works Whitepaper: 7 Factors for Omnichannel Success


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We’re happy to share the latest whitepaper “7 Key Decision Points for Implementing an Omnichannel Contact Center” from Upstream Works President and CEO, Rob McDougall.

This whitepaper explores how integration between contact center infrastructure and CRM can improve the agent experience while enhancing the customer experience. Rob shares his insights and experience based on the evolution in contact center infrastructure and recent trends in omnichannel flexibility.

Using relatable scenarios and stories, he touches on some thought-provoking ideas relating to the real challenges of using CRM and contact center infrastructure systems. The discussion focuses on seven key considerations:

  1. Business Application Support
  2. Business Tools
  3. Customer Context and ‘Data Leakage’
  4. Agent Experience
  5. Customer Experience
  6. Channel Flexibility
  7. Key Performance Indicators

The whitepaper provides strategies for delivering an exceptional omnichannel experience to customers, agents, and contact center management by supporting and leveraging critical business applications.

Read the full Whitepaper here

To learn more about Upstream Works for Finesse, contact us for a demo:

Upstream Works Team

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Upstream Works provides Omnichannel Contact Center software to increase customer engagement and agent success. Upstream Works for Finesse brings the customer journey together with a Single Agent Desktop connecting all channels, interactions and applications with Interaction Activity, History and Management Simplicity, enabling customer service excellence. |

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