What's New At Noble

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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 Customer Support

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

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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

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 with ...

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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 ...

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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 ...