Biographical Information

Rob McDougall

president and CEO, Upstream Works Software

Rob McDougall is president and CEO of Upstream Works Software, which provides omnichannel conact center software to increase customer engagement and agent success. McDougall’s passion for making the agent experience better is evident with the company’s “agent first” approach.

Articles for Rob McDougall

The Tech Trend Shaping the Holiday Travel Experience

In this modern age of "fast and convenient" air travel, real-time information and assistance can make or break a passenger's experience.

Use AI to Empower Agents, Not Replace Them

Don't add new channels and technologies without considering how it impacts your frontline agents.