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May 14, 2021

Benefits of Integrating Your CRM Platform with Your Call Center System

. Do you know what differentiates call center CRM Software from Contact Center Software? If you answered no, you’re not ...

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May 11, 2021

Ask a Contact Center Tech Expert: Customer Engagement & CX (Part 2)

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. With more and ...

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May 7, 2021

A Brief History of Speech Recognition and How It Benefits Businesses

Speech Technologies encompass a broad scope of tools. Conversation Analytics is just one piece of the puzzle. Speech recognition – ...

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May 4, 2021

Ask a Contact Center Technology Expert: An Intro to Call Centers (Part 1)

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In ...

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April 14, 2021

An Introduction to the Virtual Call Center

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by ...

Karl Koster

Karl Koster

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April 13, 2021

Facebook Ruling and the TCPA: Autodialer Defined, Robocall Restrictions Unchanged

The Supreme Court’s Facebook v. Duguid decision (released April 1, 2021) has generated a rash of predictions pointing towards a ...

Karl Koster

Karl Koster

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April 7, 2021

Of Chainsaws and Scalpels – An Analysis of the Supreme Court’s Facebook Ruling of the Autodialer Interpretation

Last week’s Supreme Court decision in Facebook v. Duguid appears to be a complete victory for the call center industry ...

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April 3, 2021

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 ...

Karl Koster

Karl Koster

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April 1, 2021

Supreme Court Issues Ruling on TCPA Definition – and Cited Noble’s Brief in the Decision

The Supreme Court issued its Facebook v. Duguid Ruling this morning. The case involved the proper interpretation of the TCPA’s ...

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March 23, 2021

6 Healthcare Call Center Solutions for Better Patient Care and Agent Retention

For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling ...

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March 19, 2021

Small Business Call Center Software Solutions

The demands on small and mid-size business (SMB) teams are different from those at larger organizations. From sales and marketing ...

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March 18, 2021

Top 4 Healthcare Call Center Trends that Deliver Superior Patient Satisfaction

Patients have been seeking a broader range of services and more personalized relationships with healthcare providers for some time. Many ...

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February 28, 2021

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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February 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors

What Contact Centers Can Do Now to Address Shifting Customer Behaviors Unprecedented times in 2020 have led to ongoing changes ...

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February 5, 2021

5 Customer Behavior Trends That Are Here to Stay

5 Customer Behavior Trends That Are Here to Stay As we discussed in part 1 of this blog series, there ...

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February 2, 2021

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 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021 The current economic climate along with the continuing impact of the ...

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January 23, 2021

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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December 7, 2020

Top 3 Ways IVR Automated Callback Technology Benefits Customers and Contact Centers

Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other ...

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November 17, 2020

CTI Technology – The Key Ingredient in Your Customer Experience Recipe

In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become ...

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October 30, 2020

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 21, 2020

What is an ACD? The Basics of Automatic Call Distribution

An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers incoming calls and ...

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October 7, 2020

5 Common WFM Forecasting and Scheduling Pitfalls

WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how ...

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September 29, 2020

Defining WFO. (Hint – It’s Not Just About Workforce Management)

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with ...

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September 14, 2020

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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September 8, 2020

Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. The good ...

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August 27, 2020

Essentials for Telemarketing Call Centers

Telemarketing call centers and Telesales call centers can fulfill a variety of needs beyond simply selling, and they can provide ...

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August 25, 2020

Financial Services and Gamification: Train, Motivate & Retain

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, ...

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August 19, 2020

Why Using Gamification for Financial Services Makes Sense

Three main factors are driving digital transformation in the financial services sector – smart devices that are enabling an interconnected ...

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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 26, 2020

Cloud IVR Offers 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 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

What is Text to Speech? Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal ...

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April 21, 2020

Call Center Software 101: Introduction to Customer Contact Technology

A call center software suite automates and standardizes the process of receiving and responding to customer contacts. It's more than ...

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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), ...