Contact Center Customer Engagement Customer Experience Management Self Service 
Upstream Works
JANUARY 7, 2021
AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Managing Routine Inquiries.
NobelBiz
APRIL 16, 2024
The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Whether it’s through social media, email, chat, phone, or in-person interactions, businesses must ensure that customers receive the same level of service and attention across all touchpoints.
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Upstream Works
JULY 16, 2020
This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. The need to provide great CX hasn’t changed, but the environment has changed for both agents and customers.
NobelBiz
FEBRUARY 27, 2023
In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. In this article, we will elaborate on the key elements that underlie the success of contact centers.
Upstream Works
MARCH 21, 2019
The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty. Organizations that embrace these basic tenets of customer experience earn customer loyalty and achieve long-term success.
Upstream Works
SEPTEMBER 5, 2019
The world of customer experience management is expanding and growing in complexity at an alarming rate. The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software.
Interactions
MARCH 28, 2019
Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. 1 in 4 contact centers could be fully automated in 5 years.
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