Workforce Engagement

Optimize Staffing & Improve Service Levels

Maximize the efficiency of your contact center and meet/exceed customer expectations with Workforce Engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated.

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A Comprehensive Workforce Engagement System

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

  • Make sure you have the right resources where you need them, when you need them.
  • Build an employee-focused culture, improving retention and performance.
  • Flexible solution allows you to find the right balance between costs and service — keeping everyone happy.

Put Our Solutions to Work For You

Noble solutions give you the power to take your contact center from ordinary to extraordinary.

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Maximize Resources with Integrated Scheduling Tools

Noble’s built-in simulator engine generates staffing schedules while considering factors like agent availability, work rules, skills, service level goals, budgets and more. And, since it’s integrated with our contact center tools, it can also analyze call volume histories and handling times to more accurately forecast your future workforce needs.

Retain Agents with Gamification and Schedule Requests

Creating a more employee-focused culture helps keep agents motivated and engaged. With schedule request management, mobile tools and gamification, we help agents take a more active role in their professional development and improve their schedules and experience so they feel happier and work more productively.

Monitor Calls, Workflows and Agent Skills to Improve Quality

Using voice and screen recordings, we help you monitor adherence to scripts and best practices, and identify ways to improve your training and workflows. In addition, our agent scorecards help you to staff the right agents, at the right time and in the right capacity. The result? Improved quality and happier customers.

Automate Admin Tasks to Prioritize Strategy

Automating routine tasks helps you focus your staff on more important, revenue-generating tasks, such as long-term business strategy. Reduce the amount of time your managers spend on administrative tasks with tools such as skills-based scheduling and automated leave approvals.

ShiftTrack gives us a great advantage. We can create future forecasts and save significant management time by quickly generating staffing schedules to put the right people in the right places at the right times.

Utah Higher Education Assistance Authority

Noble ShiftTrack has made it much easier to plan for staffing. We extended our hours, but haven’t had to add staff to meet organizational the growth because we can use our employees more strategically. SmartAdherence keeps our agents on track with their schedules.

ARA Diagnostic Imaging