Collaboration is Key in Canada: 3 Takeaways from SAAS North 2017


Collaboration is key in bringing products to market: when customer needs are the focus, teams have common goals, and the workplace is diverse, everybody wins. Here are 3 takeaways for those unable to attend

What Are the Best SaaS Products for a Startup Company?

Win the Customer

These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base.

The Impact of SaaS on Education


The post The Impact of SaaS on Education appeared first on Aspect Blogs. Contact Center Industries Education cloud computing cloud computing in education customer service education SaaS

5 Top Customer Service Articles For the Week of September 12, 2016


Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber. My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses. Each week I read a number of customer service articles from various online resources.

When It Comes to Customer Experience, My Bet's on UJET


After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.

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Technology And Its Impact On Consumer Behavior


Blog Call Center Customer Service General SaaS Call Center Technology Contact Center TechnologyOften a company leadership faces unending challenges especially when it comes to the rapid technological changes.

WFM – Your First Step to a Cloud Contact Center


The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation.

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New Survey Reveals Shifting Cloud Contact Center Preferences


The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Choose the Right Speech Analytics Technology


In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers.

The Science of B2B Retention Selling


CustomerGauge: CEO of SaaS solution CustomerGauge, a platform which helps business retain customers. How to predict which clients you will lose (or will spend more). Are you confident in your post-sales team’s ability to secure renewal business? If you have a “land and expand” strategy, do know when you can expand your business in a given client? We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session.

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"Follow the Leader", Featuring Jeannie Walters

Call Center Weekly

How does the SaaS customer experience differ from traditional business models? The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.


Planning for 2018? These Blogs and Reports Should Help


The ROI of SaaS – Forrester Research. NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all!

Guest Blog: How Much Does A Negative Review Hurt A Business?


He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business.

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Why Branch Put Down Roots in Minneapolis

Branch Mesenger

There are founders who believe they can scale SaaS companies here in Minneapolis, including Kipsu and Branch. It’s Twin Cities Startup Week , a gathering of the creatives, hackers, investors, makers, entrepreneurs, and startups that are powering the economic future of Minneapolis and St.

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively


With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Remember when we used to talk about “channels and media”? Life was simple.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices


Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture.

Creating Employee Experiences That Drive Customer Delight

CX Journey

Maansi Sanghi was with SaaS-based startup Hotelogix - part of the founding team – for 7 years before joining CloudCherry as VP Online Business. Image courtesy of mdennes Today I'm pleased to share a guest post by Maansi Sanghi of CloudCherry.

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Customer Experience + Marketing: Pro’s & Con’s


Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention. Customer Experience + Marketing: Pro’s & Con’s.

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

SaaS: Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet. There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go.

Guest Blog: Don’t Make Me Wait


As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.

Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

Web RTC, the underlying enabling technology, is increasingly available in SaaS and CCaaS solutions eliminating barriers to deployment. Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends.

5 Top Customer Service Articles for the Week of July 31, 2017


The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies.

Does Your Contact Center Have an Emergency Plan?


Off-Site Provisions: An alternate technology—which goes by many names, such as hosted services, SaaS (software as a service), or cloud-based services—removes the need for contact centers to have much equipment on site. Ten essential items should be part of every contact center’s contingency strategy. Executives should have a plan to deal with critical emergency situations. It’s simply smart management.

Cloud VS On-Premise: Pros and Cons to Identify

Dialer 360

Within the past few years, Software-as-a-Service (SaaS) platforms have gained a powerful foothold for each skilled and private applications. Cloud contact center business is an evolution in the market according to the needs of the modern technology. Usually, a cloud base system is adapted and can be scaled according to the size of the organization. It is not limited to one place, it can use for any type of computer.

Does the Thought of Holiday Scheduling Raise Your Stress Level? Better WFM Tools Might Ease That Stress.


Before purchasing any software or SaaS solution, investigate your options to ensure you are investing in a system robust enough to benefit your contact center operations during peak periods and throughout the entire year and generate maximum ROI. Holiday staffing can be challenging at best in the contact center industry.

Customer Engagement Center Capabilities: Continuous Delivery in the Cloud


Aspect Via™ delivers contemporary self-service, interaction management and workforce optimization capabilities in a reliable, robust SaaS architecture. Today, we are closing out our CEC Capabilities series, but before we do we have one final topic to touch on: continuous delivery.

Transforming the B2B Supply Chain – a Whitepaper by Coreen Head


The availability of Softwareas-a-Service (SaaS) over the web also means that the costs of communication across networks are relatively low.

5 Top Customer Service Articles for the Week of July 31, 2017


The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success.