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Best Practices for Working from Home with InGenius

In these strange times, working from home has likely started to become a routine as you adjust to the new normal. Hopefully this means you've settled into your new workspace and can now focus on making the most of your home office set up. At the same time, nothing is quite normal, so your day-to-day…

Six ways to improve agent experience in the contact center

We're all more than familiar with the importance of maintaining a positive customer experience in the contact center - but what about the agent experience? If keeping the customer happy is our ultimate goal, surely it's best to start internally before improving things externally. After all, happy agents who are content in their roles and…

Knowledge Powered CTI: The perfect marriage of solutions to empower contact center agents

Imagine this perfect scenario: A contact center with tenured and empowered agents. Agents that look forward to coming to work every day because they have been equipped with the tools they need to do their jobs effectively and easily. Agents that feel that they are making a difference to your customers, while at the same…

Different types of contact centers- Which group are you in?

As technologies have evolved and customer expectations have increased, the contact center has become a much different place than it was 20 years ago. From email marketing to social media engagement and chatbots, there are now so many ways a customer can interact with a business. As a result, it makes sense that contact centers would…

Remote contact center management with Upland InGenius

In recent weeks, the need for contact center agents to work remotely has become a necessity. While these contingency plans are put in place to safeguard the agents' health and wellbeing, it's only natural to also think about what the impact will be for both your own team and for your customers. There are some…

Top Five Contact Center Trends to Expect in 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience…

2019 in Review: A Year of Contact Center Transformation, Portfolio, Project, and IT

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a…

Why CTI Should Be Prioritized with Your Project

When implementing a customer relationship management (CRM) platform, many businesses consider computer telephony integration (CTI) a piece to be saved for phase 2 - but is this the right strategy? Choosing to invest in CTI at a later date, rather than from the beginning of a project, denies you the chance to reap a wide…

Get On the Phone! Why Voice Still Has a Place in the Modern Contact Center

In the modern digital age, customers now have more options than ever before to communicate with a business. Unlike 10 years ago, the development of non-voice channels such as email, live chat, chatbots, SMS and social media, has changed the way contact centers operate. Many customers now prefer to communicate with a company using these…