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March 23, 2021

6 Healthcare Call Center Solutions for Better Patient Care and Agent Retention

For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling ...

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March 19, 2021

Small Business Call Center Software Solutions

The demands on small and mid-size business (SMB) teams are different from those at larger organizations. From sales and marketing ...

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March 18, 2021

Top 4 Healthcare Call Center Trends that Deliver Superior Patient Satisfaction

Patients have been seeking a broader range of services and more personalized relationships with healthcare providers for some time. Many ...

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February 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors

What Contact Centers Can Do Now to Address Shifting Customer Behaviors Unprecedented times in 2020 have led to ongoing changes ...

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February 5, 2021

5 Customer Behavior Trends That Are Here to Stay

5 Customer Behavior Trends That Are Here to Stay As we discussed in part 1 of this blog series, there ...

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January 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021 The current economic climate along with the continuing impact of the ...

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December 7, 2020

Top 3 Ways IVR Automated Callback Technology Benefits Customers and Contact Centers

Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other ...

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November 17, 2020

CTI Technology – The Key Ingredient in Your Customer Experience Recipe

In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become ...

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October 30, 2020

5 Ways to Spot a Workplace Energy Vampire

What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...

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October 21, 2020

What is an ACD? The Basics of Automatic Call Distribution

An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers incoming calls and ...

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October 7, 2020

5 Common WFM Forecasting and Scheduling Pitfalls

WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how ...

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September 29, 2020

Defining WFO. (Hint – It’s Not Just About Workforce Management)

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with ...