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July 9, 2021

Come Together at ACE 2021

Come Together at ACE 2021 The recent merger of Aspect Software and Noble Systems, two leaders in the CX space, ...

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May 20, 2021

The Evolution of Speech Technologies and the Influence on CX – Part 1

The Evolution of Speech Technologies and the Influence on CX A Conversation with Chris Hodges & Ellwood Neuer . Part ...

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May 20, 2021

The Evolution of Speech Technologies and the Influence on CX – Part 2

The Evolution of Speech Technologies and the Influence on CX A conversation with Chris Hodges and Ellwood Neuer at Noble ...

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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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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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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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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 ...