Empowering the Remote Call Center During Times of Crisis

May 12, 2020 3 minute read

Team InGenius

AUSTIN, Texas–(BUSINESS WIRE)– Upland Software, Inc. (Nasdaq: UPLD) is hosting additional free webinars through its Connected Through Change series as businesses across the globe adjust to continued remote work lifestyles. The next three webinar events in the series will discuss challenges facing dispersed call center teams and the resources needed to elevate productivity, while increasing customer satisfaction.

“While our customers have had to quickly pivot to a remote work lifestyle, the volume and nature of the questions their support teams are now handling have changed considerably the last several weeks,” said Keith Berg, General Manager of Upland’s Contact Center Productivity group. “Our products have afforded our customers the ability to rapidly adjust course in response to the crisis, with many reporting record contribution levels within their organizations as employees’ band together to help one another and their customers through these difficult times.”

“In just a week’s time, we quickly migrated close to 16,000 employees to remote work, helping them stay safe. The transition dramatically increased volume to our support desk and self-service portal,” said Mick Whittemore, Vice President of IT Operations at Paychex. “We needed additional licenses to keep up with the demand and offer a quality service to our transitioning workforce. Upland was able to scale their resources quickly to support our needs, and we’ve been able to maintain (and even exceed) productivity levels during this unprecedented time.”

The Connected Through Change: Empowering Your Remote Workforce webinars will include the following:

  • Establishing Remote-Friendly Knowledge Management Best Practices: Download the webcast here.
  • Scaling Organizational Knowledge During a Crisis: Scheduled for May 14 at 10:00 AM CT.Register here.
  • Leverage Intelligent CTI to Scale and Manage a Remote Workforce: Scheduled for May 21 at 10:00 AM CT. Register here.

Further, Upland customers can now receive complimentary access to its RightAnswers’ Knowledge-Paks® offering, a pre-built knowledgebase that gives users access to answers to common technical questions for popular applications that enable the remote workforce to be both productive and collaborative.

Last week, Upland announced a strong first quarter 2020 financial performance, highlighting an increase of 40% in revenue from the first quarter in 2019. To view the full announcement, go to investor.uplandsoftware.com.

About Upland Software

Upland Software (Nasdaq: UPLD) is a leader in enterprise work management software. Upland’s four enterprise clouds enable thousands of organizations to engage with customers across key digital channels, optimize sales team performance, manage projects and IT costs, and automate critical document workflows. All of Upland’s clouds are backed by a 100% customer success commitment and the UplandOne platform, which puts customers at the center of everything we do. To learn more, visit www.uplandsoftware.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20200512005704/en/

Kendell Kelton

Source: Upland Software Inc.

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