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February 21, 2020

Financial Industry Compliance Requirements: Scaling for Digital Communications

Financial customers vastly prefer omnichannel communications. This year, 68 percent of banking customers are expected to be digital-only. This means ...

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January 30, 2020

The Evolving Capabilities of Conversation Analytics

Over the last ten years, speech analysis has been catapulted into a future we did not expect. In the beginning, ...

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January 22, 2020

Did You Avoid Contact Center Payment Fraud This Holiday Season?

It was yet another booming holiday season, with total sales projected to exceed $1 trillion USD for the first time ...

Karl Koster

Karl Koster

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December 17, 2019

Wait – What Just Happened? Is the FCC About to be Given Expanded Regulatory Powers Over Private Enterprises?

The pending Pallone-Thune TRACED ACT (Senate Bill 151) is a pending bipartisan robocall bill that is rumored to be passed ...

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December 12, 2019

Noble Systems Continues to Shine as Outbound Market Leader

"Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid ...

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December 4, 2019

Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Customers tell companies all the time what they think about their products and services. In fact, they are often more ...

November 12, 2019

Lessons for Success from Cloud Communications Providers

The cloud communications market is fast and everchanging. Recently, industry analyst Jon Arnold sat down with Noble Systems’ Karl Koster ...

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October 30, 2019

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 24, 2019

How Robotic Process Automation Can Augment Your Contact Center Workforce Without Threatening Jobs

If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff ...

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October 17, 2019

Flawless Brand Experience Throughout the Customer Journey

Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless ...

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October 4, 2019

AI and Real-time Speech Analytics Can Reshape the Contact Center

Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...

Karl Koster

Karl Koster

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September 26, 2019

Use of “Limited-Content” Text Messages in Debt Collections

The Consumer Financial Protection Bureau (CFPB) recently released its draft rules governing activities of debt collectors, which impose various communication ...

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September 20, 2019

Leverage Gamification to Level Up Call Center Service and Support

How well are your customers being served by your call center service and support center? Are your agents delivering the ...

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September 12, 2019

Will FCC Regulations Damage Reputable Debt Collection?

You’ve loaned someone money and they won’t pay it back. It’s a sad but familiar story; research shows total household ...

September 9, 2019

Should Your Human Resources Team Work More Closely with IT?

Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, ...

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September 5, 2019

Driving the Hotel Industry with Innovation in Australia and New Zealand

In the last few years, Australia and New Zealand have seen a massive boom in tourism. Australian capital cities such ...

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September 3, 2019

Contact Center Agent Burnout – Part 2, Causes and Remedies

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent ...

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August 8, 2019

Onboard, Train and Engage Remote Agents with Gamification

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...

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August 1, 2019

Top 10 Signs of Contact Center Agent Burnout – Part 1, Warning Signs

Call centers are high-pressure, stressful environments.  Agents are expected to deal with demanding customers, be knowledgeable about many products and ...

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July 30, 2019

Gamification: Your Key to Balancing Compliance and Debt Collections

Did you know that just 34% of employees feel engaged at work? Worse yet, 16.5% say they’re actively disengaged from ...

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July 23, 2019

5 Simple Ways to Modernize Your Interactive Voice Response

In this age of digital transformation which has seen a proliferation of self-service options, many people prefer to get answers ...

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July 18, 2019

Fixing the Corporate Learning Engagement Shortfall with Gamification

There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies ...

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July 15, 2019

Artificial Intelligence in Customer Service

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as ...

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July 11, 2019

Top 10 Best Practices for Achieving Long-Term Success with Gamification Programs – Part 3

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term ...

Karl Koster

Karl Koster

July 10, 2019

Let’s Clean Up Our Vocabulary

One of the earliest issues raised in the context of “robocall” processing was the inherent ambiguity of that term. The ...

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July 8, 2019

Optimize Voice – the All-Star of Omnichannel Contact Centers

Delivering an omnichannel experience is at the very foundation of superior customer experiences. It’s also one of the contact center’s ...

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July 1, 2019

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 2

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving ...

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June 27, 2019

Essentials of Cloud Contact Center

In a previous blog, we outlined the advantages of moving a customer experience platform to the cloud. If you've decided ...

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June 25, 2019

Top 10 Best Practices for Achieving Long-Term Success with Gamification Solutions– Part 1

Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. It has been lauded ...

Karl Koster

Karl Koster

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June 20, 2019

What is a “Reasonable Analytics” Blocking Algorithm?

At their June 6, 2019 meeting, the FCC authorized carriers to block “robocalls” to their customers, by default, after determining ...

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June 18, 2019

Move Over Millennials, Generation Z is Here

Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the ...

Karl Koster

Karl Koster

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June 12, 2019

Beware of the Law of Unintended Consequences

At its open meeting on June 6, 2019, the Federal Communications Commission (“FCC”) approved a robocall blocking related agenda item ...

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June 10, 2019

New Integration Unveiled: Noble Gamification + CustomerCount Enterprise Feedback

Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a ...

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June 7, 2019

Getting Comfortable at SNUG 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform ...

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June 6, 2019

How to improve customer experience by automating hotel telephone systems

With the resurgence of the American travel industry, the customer experience provided by travel agencies and hotels is just as ...

Karl Koster

Karl Koster

May 29, 2019

A Message to the FCC: “First, Do No Harm”

The FCC is addressing a robocall-related agenda item entitled Declaratory Ruling and Third Further Notice of Proposed Rulemaking (FCC-CIRC1906-01) at ...

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April 22, 2019

Mapping Workforce Engagement to ROI in a Digital Customer Journey

Mapping out your company’s digital customer journey is never an easy task, especially when the focus is primarily on the ...

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March 20, 2019

Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play ...

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March 11, 2019

Cloud Customer Experience – Why It’s a Good Move

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the ...

Karl Koster

Karl Koster

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March 5, 2019

Regulations in Search of a Problem

How many consumers will query the RND database before calling a toll-free or business number? Would you? We have heard ...