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August 12, 2020

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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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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June 30, 2020

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 ...

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June 23, 2020

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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January 30, 2020

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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December 4, 2019

Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Customers tell companies all the time what they think about their products and services. In fact, they are often more ...

November 12, 2019

Lessons for Success from Cloud Communications Providers

The cloud communications market is fast and everchanging. Recently, industry analyst Jon Arnold sat down with Noble Systems’ Karl Koster ...

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October 4, 2019

AI and Real-time Speech Analytics Can Reshape the Contact Center

Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...

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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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August 1, 2019

Top 10 Signs of Contact Center Agent Burnout – Part 1, Warning Signs

Call centers are high-pressure, stressful environments.  Agents are expected to deal with demanding customers, be knowledgeable about many products and ...