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Upstream Works Whitepapers and Reports

Executive Perspectives Report

The CCaaS Debate: A Deep Dive for Large Enterprises & Complex Contact Centers

Upstream Works CEO, Rob McDougall, dives into the CCaaS debate and explores the merits of on-premise solutions for enterprise contact centers.
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Strategic Insight Series

AI & the Modern Contact Center: Keeping Humans in the Middle

Upstream Works CEO, Rob McDougall, shares his insights on AI in the contact center and why it's imperative to keep human agents in the middle.
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2024 Customer Experience Trends: Key Trends Impacting Contact Centers in 2024

Presented by J Arnold and Associates, this Strategic Insight Series report explores the key trends contact centers should pay attention to in 2024.
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Upstream Works Receives the Frost & Sullivan 2023 Customer Value Leadership Award

Learn why Frost & Sullivan recognizes Upstream Works for omnichannel contact center agent engagement, including the analysis process and how our solutions enhance experiences.
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Strategic Insight Series

The Power of AI: The Roles AI & Solution Flexibility Play in Creating Seamless CX

Presented by J Arnold and Associates, this report explores how solution flexibility and AI improve agent and customer experiences.
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Strategic Insight Series

The AI Opportunity: Enhance AX & CX with AI Application Integrations

Presented by J Arnold and Associates, explore the opportunity of solution flexibility and AI application integrations in contact centers.
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Strategic Insight Series

Benefits of the Cloud Contact Center

Cloud-based platforms are becoming more prevalent in contact centers.
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Strategic Insight Series Round-Up

Adjusting to the New Normal in 2021

J Arnold & Associates present the insight series round up on Adjusting to the New Normal in 2021.
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Strategic Insight Series

Embracing Contact Center AI in 2021

J Arnold & Associates present the third in a series focused on Embracing Contact Center AI in 2021.
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Strategic Insight Series

The Accelerated Need for Digital CX in 2021

J Arnold & Associates present the second in a series focused on the Accelerated Need for Digital CX in 2021.
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Strategic Insight Series

Pandemic Implications for CX and the Contact Center

J Arnold & Associates present the first in a series focused on Pandemic Implications for CX and the Contact Center.
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Featured Strategic Insight Series

How AI and Chatbots Drive New Value for Contact Centers - A New Framework for Business Success

J Arnold & Associates present the third in a series focused on the impact and considerations of AI for business success.
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Featured Strategic Insight Series

How AI and Chatbots Drive New Value for Contact Centers-Improving Customer Satisfaction

J Arnold & Associates present the second in a series examining the transformative impact of AI on improving customer satisfaction.
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Featured Strategic Insight Series

How AI and Chatbots Drive New Value for Contact Centers – Improving Agent Productivity

J Arnold & Associates present the first in a three-part series on the transformative impact of AI on improving agent productivity.
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Featured Strategic Report

Modeling Today’s Customer Experience to Create Tomorrow’s Business Value

J Arnold & Associates present data and insights on the importance of a strategic approach to omnichannel CX.
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Featured Upstream Works Whitepaper

Five Elements of Omnichannel Success

Omnichannel is a fairly new concept that is still relatively misunderstood. This paper distinguishes between the concepts of multichannel and omnichannel.
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The Last Mile in CRM

Businesses are looking to improve the customer experience by closing the gap between what CRM provides to what their customers want and what the business needs. This article discusses how tracking and managing interaction records closes that gap for both agents and executives.
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The Executive Guide to Improving First Contact Resolution

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