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August 12, 2020

Compelling Conversations: Debt Recovery Collection Centers Find Value in Speech Analytics

Debt recovery is big business with one in three Americans having past-due payments in collections totaling trillions of dollars for ...

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August 4, 2020

It’s Time to Rethink Your Collection Strategy

Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving ...

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July 24, 2020

Using Collections Call Center Technologies to Significantly Impact Operational Performance

Today’s market offers a number of challenges to collection organizations, whether they are first-party collections departments or lenders, third-party agencies, ...

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June 30, 2020

Speech Analytics Tools: Using Your Customer Intelligence to Create a Better CX

Speech Analytics tools allow companies to automatically screen calls that a call center might not otherwise be able to review ...

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June 26, 2020

Cloud IVR Offer Contact Centers a Solution to Improve Customer Service

What is Cloud IVR?  The term "Cloud IVR" refers to the availability of IVR functionality via a Service platform. With ...

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June 23, 2020

What Makes an Insight Actionable and What are You Going to Do About It?

Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. But ...

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June 9, 2020

Why Choose Noble Systems for the Best Call Center Software?

Once you have determined that you need a better contact center solution, and what kind of solution and the most ...

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June 3, 2020

What Exactly is Company Culture?

Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used ...

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June 2, 2020

Choosing the Right Call Center Management Software

For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and ...

Karl Koster

Karl Koster

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May 13, 2020

Four Guiding Principles for Call Authentication Deployment

The FCC recently issued their proposed call authentication rules for comment, which are based on STIR/SHAKEN as mandated in the ...

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April 23, 2020

Text to Speech Software Offers Added Value for Call Centers

Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal output that closely resembles a ...

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April 21, 2020

Call Center Software 101: An Introduction to Customer Contact Technology

A call center software suite – or contact center software – automates and standardizes the process of receiving and responding ...

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April 21, 2020

How to Ensure Business Continuity for Call Centers During COVID-19

The coronavirus has resulted in a global crisis affecting millions of people. It is also having a dire effect on ...

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April 8, 2020

The Rise of Contact Center as a Service (CCaaS)

Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), ...

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April 3, 2020

The Top 5 Benefits of an IVR (Interactive Voice Response)

What Is IVR (Interactive Voice Response)? Some people new to the contact center industry might be wondering ‘what does IVR ...

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April 3, 2020

The Benefits of a Predictive Dialer for Call Centers

Noble Systems has been providing outbound dialer software and solutions for more than 30 years. Our founder and CEO, Jim ...

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March 30, 2020

6 Tips for Managing High Call Volumes During the COVID-19 Crisis

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during ...

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March 20, 2020

Coronavirus and Contact Centers: Is it Time to Rethink Remote Working?

As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time ...

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March 12, 2020

Overcoming the Biggest Contact Center Challenges

How do you train the ideal employee in a high-turnover environment? Training employees well and managing turnover is especially important ...

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March 5, 2020

Analyst Insights on AI, Agent Experience and CX

Contact center operations have seen a lot of technological advancements since the invention of IVR, but none as drastic as ...

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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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February 10, 2020

Call Center Basics: Auto Dialer Software

Auto dialer software is an outbound contact center solution that helps agents by automatically dialing customers’ phone numbers. Once the ...

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January 30, 2020

The Evolving Capabilities of Conversation Analytics

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

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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

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

Debt Collectors Use of “Limited-Content” Text Messages

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 call 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 ...