Noble Systems have announced that they will display their Workforce Engagement (WEM) and Gamification solutions at the upcoming Customer Contact Week 2019 Fall Expo.
This year’s event will be held September 16 – 19, 2019, at the Hilton in Austin, Texas.
Celebrating twenty years, Customer Contact Week brings together more than 3,000 attendees ranging from customer titles of all types to the many professionals responsible for customer experience design and delivery.
Noble Systems will be hosting attendees throughout the week in booth #806, offering live demonstrations that showcase its portfolio, including Noble Gamification, for which the company earned TMC’s 2018 CUSTOMER Contact Center Technology Award presented by CUSTOMER Magazine.
WHO: Noble Systems
WHAT: Customer Contact Week 2019 Fall Expo, Booth #806
WHEN: September 16 – 19, 2019
WHERE: Booth #806, Hilton Austin, Austin, TX
Todd Smith, Noble’s VP Gamification, will lead an Interactive Discussion Group on Agent Performance.
Smith will outline how leveraging gamification within the contact centre platform to drive desired agent and team behavior requires finding the right incentives to measure, monitor, and promote the KPIs that are vital to success.
Attendees will learn different approaches for using gamification to align contact centre technology and business intelligence to achieve dynamic results.
WHO: Todd Smith, Gamification Expert, Noble Systems
WHAT: CCW Fall Expo – Interactive Discussion Group: Agent Performance
WHEN: Wednesday, September 18, 2019 (Session One: 10:50 AM – 12:30 PM; Session Two: 1:30 PM – 3:10 PM)
WHERE: CCW Fall Expo, Hilton Austin, Austin, TX
Call centres are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed.
This can lead to agent overload which can manifest itself in dissatisfaction, disengagement and poor performance and ultimately, these agents can get burned out which can result in attrition.
Studies have indicated that as much as 74 percent of agents are at risk of burnout and centres can lose between 30-45 percent of agents each year to attrition.
The right solutions can help manage the omnichannel experience and ultimately increase customer engagement.
By utilising Noble Systems’ omnichannel inbound/outbound contact technologies, workforce management, conversational analytics, and self-service solutions, companies are empowered to manage the full spectrum of customer communications.
For businesses that need their contact centres to help customers achieve desired outcomes as efficiently and quickly as possible.
To find out more about Noble Systems, visit their website.