Rob McDougall

Rob McDougall is the CEO of Upstream Works Software.

Upstream Works provides omnichannel contact center solutions to increase customer engagement and agent success.

Most Recent

An artist’s illustration of artificial intelligence (AI)

Agents and AI: A Winning Combo in Contact Centers

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements.

Six Things

The Third Wave of AI

By Paul Carroll

After the initial wave of AI efforts and then the generative AI phenomenon that began two years ago, you'll hear a lot in 2025 about AI that can act as our agents.

Insurance Fraud Rises as AI Powers Scams

Insurers must balance sophisticated fraud prevention with seamless customer experiences in an AI-driven landscape. Here's how. 

Dashcams Combat Rising Wave of Insurance Fraud

As dashcam adoption surges, these devices are becoming crucial weapons against rising insurance fraud and staged accidents.

5 Client Retention Strategies for Insurance Agents

The lingering effects of rising premiums, coverage restrictions and evolving client expectations are making retaining business and maintaining strong relationships paramount.