Noble Workforce Engagement Management

Optimize Staffing & Improve Service Levels with Award-Winning WEM Solutions

Accurately forecasting workloads and matching the right resources to your needs is essential to operations that run efficiently and meet customer expectations. Take the guesswork out of your operations with the Noble Workforce Engagement Optimization Suite — a powerful package of tools that provides total visibility into quality and performance.

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Benefits for the Entire Organization

Improve Engagement & Reduce Agent Turnover

Create a more employee-focused culture, improving agent motivation and engagement and reducing turnover rates. Provide managers with coaching options to deliver the right support at the right time.

  • Schedule management
  • Incentive and reward programs  
  • Improved communication with managers

Forecast Customer Volumes More Accurately

Improve your customers’ experience with solutions that ensure your contact center is appropriately staffed by the right agents to solve their problems and keep them happy.

  • Accurate resource forecasting
  • Quality management
  • Root cause analysis

Get More Insight Into Your Staffing Strategy

A unified suite with detailed analytics gives you the power to identify and respond quickly to staffing needs and underperforming agents and applications, improving the overall effectiveness of your operation.

  • Automated reporting
  • Crucial decisioning intelligence
  • Strategic objectives and alignment

Analyze & Adjust Agent Routing & Training

Accurately forecast staffing requirements, train agents and analyze performance to make sure you have the most appropriate and effective agents mapped to customer needs.

  • Forecasting, rostering and scheduling
  • Monitor and analyze agent performance
  • Improve agent motivation and morale

NOBLE WEM TOOLS

Learn more about the tools you'll enjoy with Noble WEM.

Noble® ShiftTrack

Noble® ShiftTrack is a comprehensive workforce planning system that can accurately forecast call volumes, leverage flexible scheduling processes, integrate with other corporate systems, and produce reports that measure agent and center performance.

Noble® QA

Improve the quality of your contact center programs with our quality assessment features. Noble QA allows users to review agent audio, screens and data for accuracy. They can also rate agent performance based on scoring criteria and more.

Gamification

Motivate your agents with Noble Gamification. We turn your key performance indicators into competitions, so performance goals are clear, agent efforts are recognized and top performers are rewarded. This leads to deeper learning and longer retention.

How Noble WEM Optimizes the Workforce

More than just scheduling agents and tracking shifts, Noble’s workforce engagement management solutions optimize labor costs, manage capacity more effectively and improve service levels.

Workforce Forecasting

Noble’s solutions help you improve forecasting and better control staffing costs — most likely your single largest line item. Drive better efficiency and increased profits with tools that help you match the right resources to your operational needs.

Skills-based Scheduling

Reduce the amount of time your managers spend on administrative tasks with tools such as skills-based scheduling and automated leave approvals. Get them back to more important, revenue-generating tasks, such as long-term business strategy.

Quality Reporting and Agent Scoring

To keep your customers happy, you need a scalable way to monitor your quality and your agents. Noble gives you automatic recording and customizable agent scorecards, so you can determine training needs and find the right agents for tough tasks.

Agent Incentives and Time-off Requests

Improve agent retention with tools for algorithmic scheduling, time-off requests and performance gamification. By giving agents fair, transparent schedules, and more motive to work hard, Noble makes it easier to balance the needs of your agents and your business.

Industry-Specific Solutions

Improve Agent Success & Satisfaction

Our WEM solutions will help you optimize your staffing plans with improved forecasting and better matching of agents to tasks — new account acquisition or existing account servicing.

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Enhance Collector Productivity

Match your best collectors to your toughest customers, improving your overall collection results. Improve the efficiency of your operation with better capacity forecasting and skills matching.

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Improve Efficiency of Your Operation

With better forecasting and elastic capacity, you can optimize your staffing levels around critical events like admissions decisions and registration. Monitor agent performance to match the right agents to tasks like collecting payments on student accounts.

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Improve Agent Success & Satisfaction

Our WEM solutions will help you optimize your staffing plans with improved forecasting and better matching of agents to tasks — new account acquisition or existing account servicing.

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Fundraising & Nonprofit

Optimize your staffing plans to better prepare for campaigns — accurately forecast how many agents will be needed and match your most effective agents to important or challenging donors.

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Provide Better Patient Service & Improved Satisfaction

Make sure your contact center is appropriately staffed with the quantity and quality of agents required to solve patient concerns and keep them happy.

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Improve Agent Productivity

Our WEM solutions will help you optimize your staffing plans with improved forecasting and better matching of agents to tasks — new account acquisition or existing account servicing.

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Improve Research Efficiency & Effectiveness

Make sure you have your best researchers on the toughest projects and that your contact center is appropriately staffed to manage the ebb and flow of assignments.

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Acquire & Keep More Subscribers

Grow your business with a contact center that is staffed with the right quantity and quality of agents to expand your subscriber base through acquisition, retention and win-back.

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Better Service for Happier Customers

Improve customer satisfaction with a contact center that is appropriately staffed with the right quantity and quality of agents to solve customer issues and improve retention rates.

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Better Staffing Means Better Results

Improve customer acquisition, satisfaction and retention with a contact center that is better staffed with the right quantity and quality of agents to win more new customers and solve issues for current customers.

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Keep Guests Happy & Coming Back

Hospitality guests can be a tough crowd to please. Make sure your have the right quantity and quality of agents ready to help guests plan their stay and solve guest issues.

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