New Agent Engagement Tools from Noble Systems Help Improve Productivity and Customer Service
Melbourne, Australia and Atlanta, GA, USA, June, 2018 -- Noble Systems Corporation, a global provider in unified contact center technology solutions, recently announced a number of offerings and initiatives targeted at helping contact centers manage their most valuable resource – their employees.
Noble Gamification software is designed to increase productivity and reduce attrition across the generational spectrum of agents within the modern-day call center by rewarding agents for meeting business goals by using challenges and competitions that earn points, recognition, and cash prizes.
With Noble Conversations Analytics Now, the company introduced a native real-time speech analytics platform. With in-call screening, including compliance and positivity scores, agents can receive immediate feedback on script adherence, next steps, and the customer experience, allowing them to handle calls more efficiently and more effectively
Noble also recently released an upgraded mobile application for its ShiftTrack WFM solution. Available as a download for both iOS and Android devices, Noble ShiftTrack Mobile gives agents easy access to see their current and upcoming work schedules, receive notifications for schedule changes, and view their schedule adherence status.
Chris Hodges, SVP sales and marketing, comments on the recent developments: "Noble Systems was started by a call center owner more than thirty years ago. We’ve seen the market go through many phases, and we are excited about the turn towards more agent-focused solutions. Even with today’s growing technologies, agents are still the heart of the contact center, and investing in the right tools and development programs to help them succeed is a key component for growing companies. Artificial intelligence, process automation and gamification are gaining in popularity as methods to help make an agent’s job easier, while rewarding them for their achievements. It’s a win-win environment and helps increase agent productivity and retention, ultimately leading to greater customer satisfaction."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, June 22, 2018
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