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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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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 ...

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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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July 15, 2019

Artificial Intelligence in Customer Service

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as ...

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June 27, 2019

Essentials of Cloud Contact Center Software

In a previous blog, we outlined the advantages of moving a customer experience platform to the cloud. If you've decided ...

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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January 30, 2019

Call Center Trends in 2019 – part 1, the human touch

Many of the call center trends of 2019 indicate a “back to basics” approach with an emphasis on the ultimate ...

January 28, 2019

Bank Call Center Strategies: A guide to effective fintech in 2019

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores ...

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January 2, 2019

Contact Center Update: Catching Up With Noble Systems

In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask ...