Noble Launches Several Agent Engagement Tools



Noble Systems, a provider of unified contact center technology, has released a number of offerings and initiatives targeted at helping contact centers manage their employees.

Noble Gamification software is designed to increase productivity and reduce attrition by rewarding agents for meeting business goals, using challenges and competitions that earn points, recognition, and cash prizes. Noble's Gamification solution uses game mechanics to leverage both intrinsic and extrinsic motivators, encouraging agents not to just earn rewards or gain personal improvement but to achieve both at the same time.

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. Noble Conversations Analytics performs post-interaction analysis of recordings to provide critical data on trends, quality, and agent training needs.

Noble also recently released an upgraded mobile application for its ShiftTrack workforce management solution. Available as a download for both iOS and Android devices, Noble ShiftTrack Mobile gives agents access to their current and upcoming work schedules and lets them receive notifications for schedule changes and view their schedule adherence status.

"Noble Systems was started by a call center owner more than 30 years ago. We've seen the market go through many phases, and we are excited about the turn towards more agent-focused solutions," Chris Hodges, senior vice president of sales and marketing at Noble Systems, said in a statement. "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."