What's New At Noble

Karl Koster

Karl Koster

event image
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 ...

event image
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 ...

event image
December 4, 2019

Improve 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 ...

event image
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 ...

event image
October 24, 2019

How RPA 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 ...

event image
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 ...

event image
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

event image
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 ...

event image
September 20, 2019

Leverage Gamification to Level Up Customer Support

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible ...

event image
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, ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
August 1, 2019

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 ...

event image
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 with ...

event image
July 23, 2019

5 Simple Ways to Modernize Your IVR & Improve the Caller Experience

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

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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

event image
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 ...

event image
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

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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 ...

event image
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

event image
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 ...

event image
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 ...

event image
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 ...

event image
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” ...