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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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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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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 ...

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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 ...

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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 ...

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 14, 2019

Contact Center Agents and the Importance of Engagement

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and ...

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December 6, 2018

Gamified Onboarding to Win the Battle Over New Hire Retention

Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up ...