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According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments ...
What is Cloud IVR? The term "Cloud IVR" refers to the availability of IVR functionality via a Service platform. With ...
Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. But ...
Once you have determined that you need a better contact center solution, and what kind of solution and the most ...
Peter Drucker (legendary management consultant) is credited with saying “culture eats strategy for breakfast.” This quote has been widely used ...
For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and ...
The FCC recently issued their proposed call authentication rules for comment, which are based on STIR/SHAKEN as mandated in the ...
Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal output that closely resembles a ...
A call center is a centralized site that is equipped to manage a large volume of customer contacts – both ...
The coronavirus has resulted in a global crisis affecting millions of people. It is also having a dire effect on ...
Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), ...
What Is IVR (Interactive Voice Response)? Some people new to the contact center industry might be wondering ‘what does IVR ...
Noble Systems has been providing outbound dialer software and solutions for more than 30 years. Our founder and CEO, Jim ...
Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during ...
As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time ...
How do you train the ideal employee in a high-turnover environment? Training employees well and managing turnover is especially important ...
Contact center operations have seen a lot of technological advancements since the invention of IVR, but none as drastic as ...
Financial customers vastly prefer omnichannel communications. This year, 68 percent of banking customers are expected to be digital-only. This means ...
An auto dialer is an electronic device or software that automatically dials telephone numbers. Once the call has been answered, the ...
Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. In ...
It was yet another booming holiday season, with total sales projected to exceed $1 trillion USD for the first time ...
The pending Pallone-Thune TRACED ACT (Senate Bill 151) is a pending bipartisan robocall bill that is rumored to be passed ...
"Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid ...
Customers tell companies all the time what they think about their products and services. In fact, they are often more ...
The cloud communications market is fast and everchanging. Recently, industry analyst Jon Arnold sat down with Noble Systems’ Karl Koster ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff ...
Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless ...
Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...
The Consumer Financial Protection Bureau (CFPB) recently released its draft rules governing activities of debt collectors, which impose various communication ...
How well are your customers being served by your call center service and support center? Are your agents delivering the ...
You’ve loaned someone money and they won’t pay it back. It’s a sad but familiar story; research shows total household ...
Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, ...
In the last few years, Australia and New Zealand have seen a massive boom in tourism. Australian capital cities such ...
In Part 1 of this two-part series on call center burnout we covered some of the warning signs of agent ...
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and ...
Did you know that just 34% of employees feel engaged at work? Worse yet, 16.5% say they’re actively disengaged from ...
In this age of digital transformation which has seen a proliferation of self-service options, many people prefer to get answers ...
There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies ...
