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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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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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June 26, 2020

Cloud Based 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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April 23, 2020

Text to Speech Software Offers Added Value for Call Centers

Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal output that closely resembles a ...

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September 20, 2019

Leverage Gamification to Level Up Call Center Service and Support

How well are your customers being served by your call center service and support center? Are your agents delivering the ...

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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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February 25, 2019

How to Gamify Your Workplace 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 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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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 ...

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December 29, 2017

4 Steps to Increase Call Center Productivity

  What is the real difference between your top call center reps and bottom reps? Technically speaking it is your ...

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September 19, 2017

Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification

Regardless of the call center activity, whether it is Sales, Collections or Support, revenue is vital. However, that is only ...