Contact Center Solutions Featured Article

Noble Systems Unveils Upgraded Noble ShiftTrack 6.0

October 09, 2014

Workforce management requires managers to assign the right to the right people, and provide supporting resources in the right place at the right time. This is important to meet desired company goals and provide better customer service. But without the aid of proper tools, predicting workforce requirements often remains guesswork.

Noble System Corporation has announced Noble ShiftTrack 6.0, which is an update of its workforce management (WFM) offering. Noble ShiftTrack helps companies to accurately predict the volume of calls and, hence, enables them to make better use of the available manpower. It also enables the company to keep a better track on the performance of each agent.

This new upgrade has converted Noble ShiftTrack v6 into the Microsoft.NET Framework. This means users will now have more features available on this offering and they will also find it much easier to maintain. The updates have also provided new tools to configure and publish schedules for shifts.

Noble ShiftTrack 6.0 now provides expanded management for service level distributions. According to the company, the updates provide improved navigation and enhanced controls to manage various elements of schedules, including availability, shrinkage, filters, shift and staff details, etc. It brings together workforce management with the company's award-winning quality assurance, recording, scorecard, and speech analytics tools.

“Effective contact center management means having the right people doing the right things at the right time – it’s that simple,” says Chris Hodges, Noble Systems’ senior VP sales and marketing. “Our WFM solution removes the guesswork from the process and allows team leaders to allocate resources and achieve the best possible results.”

Recently, the company received the “2014 Product of the Year Award” from TMC. This award was given to Noble for its TCPA Wireless Compliance Solution. This compliance technology comes handy with regulatory guidelines in the Telephone Consumer Protection Act (TCPA). It integrates manual dialing features with its best-in-class compliance management capabilities. 

Edited by Alisen Downey