Hip Hip Hooray! It’s Our Birthday!

Today, as Uptivity celebrates our tenth birthday, we want to say THANK YOU to each and every customer, partner and friend for your business, loyalty and trust.
We started Uptivity (or many of you may remember us as CallCopy) in 2004 with a goal of making contact center software easy to use and innovative to enhance [...]

The Key to Performance Management Success: Goal Setting

Setting goals can be challenging at any level of the organization.  Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels.  While each contact center’s goals will vary depending on a variety of factors (size, line of business, technology, etc.), the principles behind setting goals can be [...]

The Innovation Act: Good Start, but We Can Do More

Most tech entrepreneurs would jump for joy if the U.S. abolished software patents, but since this isn’t happening anytime soon, I have two less radical requests.
First, Senators, do not water down the Innovation Act. Pass or bolster the bill that your colleagues in the House so wisely created. And most importantly, preserve the Innovation Act [...]

Delivering Contact Center Excellence Through Efficiency and Performance Management

Best practices for managing agent performance is one of the most talked about topics amongst contact center professionals. It just so happens that contact center performance management is among the most misunderstood and undervalued applications in the contact center manager’s toolbox.
Many contact center professionals will agree that the application of performance management principles can be [...]

Ad Hoc Reporting – Customizable Reporting in Real-Time

When it comes to knowing your organization’s contact center metrics, reporting is one of the most important resources you can use. Having access to detailed reports helps managers and supervisors dive deeper into the operations of your contact center. While standard reporting delivers the results you need a vast majority of the time, there will [...]