Contact Center Solutions Featured Article

Noble Systems Releases North American Contact Center Survey

February 24, 2012

Noble Systems Corporation has published the results of its latest survey of more than 400 North American contact center operations.


Labor can account for 70 percent or more of an average contact center’s operating budget according to industry analysts. Moreover, agent volume flexibility, skill set designation and real-time reporting are critical components of top-tier customer service. Yet the adoption of modern WFM technology may be slower than some industry watchers had assumed, indicate the results of the survey. Noble Systems offers a helpful white paper for technology decision-makers entitled “The New Rules of Workforce Management,” as the transition to integrated software solutions continues, the company stated in a press release.

“The benefit of engaging the right number of skilled people and supporting resources in the right place at the right time cannot be overestimated,” said James K. Noble, President and CEO of Noble Systems in a company press release. “Our ShiftTrack WFM solution drives efficiency and competitiveness in a global contact center marketplace that demands smart resource allocation.”

The survey sought direct input from contact center managers about their businesses and was conducted in the fourth quarter of 2011. The survey received responses from more than 400 companies from locations across North America that service a variety of sectors including telecommunications, retail, collections, travel, health care and more. Using the award-winning Noble platforms for inbound, outbound and blended communications, every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide.

In 2010, the company anticipated a 100 percent increase in revenue from 2006 to 2010. On that occasion, the company also announced its acquisition of TouchStar’s technology portfolio, customer base and brand in September. TouchStar, itself, had grown through acquisitions for a number of years and had a sizeable customer base. It had a special focus on the collections and teleservice industries.




Edited by Rich Steeves



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