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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 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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April 3, 2020

The Top 5 Benefits of an IVR (Interactive Voice Response)

What Is IVR (Interactive Voice Response)? Some people new to the contact center industry might ask you to how to ...

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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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September 3, 2019

Contact Center Agent Burnout – Part 2, Causes and Remedies

In Part 1 of this two-part series on call center burnout we covered some of the warning signs of agent ...

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July 23, 2019

5 Simple Ways to Modernize Your Interactive Voice Response

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 8, 2019

Optimize Voice – the All-Star of Omnichannel Contact Centers

Delivering an omnichannel experience is at the very foundation of superior customer experiences. It’s also one of the contact center’s ...