Blog

What's New At Noble

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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 Care: What, Why, and How

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 – 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 Communication

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 Centers

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

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June 25, 2019

Top 10 Best Practices for Achieving Long-Term Success with Gamification – 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-related agenda item entitled Declaratory ...

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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

Automate Hotel Telephony to Improve the Customer Experience

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 ...

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February 26, 2019

Automated Contact Centers: How Hair Club Does More

Scalability is a serious problem for contact centers in just about every industry. There’s only so many calls and customer ...

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February 25, 2019

Gamifying Customer Service to Cure Agent Attrition

Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused ...

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February 21, 2019

Top trends for the contact center in 2019 – part 2, effortless & transformative

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” ...

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February 19, 2019

Words and Phrases to Use (and Avoid) in Customer Communications

Successful relationships between businesses and customers are built on communication and understanding. The language of persuasion, satisfaction, or resolution has ...

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February 14, 2019

Why Should Contact Centers Care About Employee Engagement?

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core ...

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February 12, 2019

5 Ways a Bank’s Contact Center Becomes GDPR Non-Compliant

From the moment the EU’s General Data Protection Regulation (GDPR) was finalized in April 2016, there was a sense of ...

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February 5, 2019

Sustaining Agent Engagement with Continuous Feedback Through Gamification

Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. ...

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January 30, 2019

Top trends for the contact center in 2019 – part 1, the human touch

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact ...

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January 29, 2019

Agent Empowerment: Putting Firstline Employees First in the Contact Center

One of the most famous lyrics in classic rock is from The Who's 1971 classic, Won't Get Fooled Again. Whether ...

January 28, 2019

Banking Strategies: A guide to effective fintech in 2019

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores ...

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January 25, 2019

Hello Krakow! Noble Systems Opens a New Office in Poland

Noble Systems is excited to announce the opening of a new office in Kraków, Poland! The office is located in ...

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January 21, 2019

Accelerate Sales Effectiveness with Gamification

Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off ...

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January 15, 2019

Advance Collections and Debt Recovery with Gamification

Let’s face it. Collections and debt recovery call centers don't have a great reputation with consumers. Why? Because some people ...

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January 14, 2019

Contact Center Agents and the Importance of Engagement

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and ...

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January 9, 2019

Outbound Call Centers: From Robocalls to Gamification

Outbound call centers get a bad rap as people often think of robocalls from companies you may have never heard ...

January 8, 2019

Building Contact Center Solutions for Modern Businesses

In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble's VP of Marketing Lee Allum discuss ...

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January 7, 2019

Contact Centers and Preventing Credit Card Fraud

Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on ...

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January 2, 2019

Contact Center Update: Catching Up With Noble Systems

In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask ...

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December 20, 2018

Gamification Can Improve Customer and Employee Outcomes

Gamification is not only a new type of technology, but it’s also a new type of thinking about the relationships ...

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December 18, 2018

Grow Revenue and Elevate Your Sales Organization to World-Class Status with Gamification

Success in today’s business environment is ever-changing -- with heightened competition, growing buyer complexities and a lack of understanding of ...

Karl Koster

Karl Koster

December 11, 2018

The Intersection of Law and Technology Can be a Dangerous Road to Drive

By Karl Koster, Noble Systems Intellectual Property and Regulatory Attorney Attempting to render judicial decisions based on technology can be ...