Guide
The Modern CX Equation: AI, Human Empathy & Fast Resolutions
A strategic look at the new CX equation, where AI, human empathy, and real-time engagement come together to transform customer interactions.
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.
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.
Strategic Insight Series
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.
Frost & Sullivan 2023 Customer Value Leadership Award
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.
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.
Strategic Insight Series
Benefits of the Cloud Contact Center
Cloud-based platforms are becoming more prevalent in contact centers.
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.
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.
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.