PRESS RELEASE: Noble Systems Corporation, a global leader in unified contact centre technology solutions, presented its “Innovations Award” to TSA Telco Group, an industry-leading provider of telemarketing services in Australia, at the 2015 Select Noble Users Group (SNUG) APAC conference – a gathering of Noble Systems clients and partners – held earlier this year on the Gold Coast, Queensland.
The Innovations Award was presented to TSA in recognition of the organisation’s increases in efficiencies and resource optimisation resulting from its use of a workforce planning solution and integration with other core systems. The organisation has obtained the ability to track and drive decreases in agent downtime using Noble ShiftTrack WFM, and has achieved efficiencies by integrating Noble technology with TSA’s existing Human Resource Management System (HRMS).
“Our commitment to maximising our clients’ relationships with their customers requires continuous improvement and optimisation of our workforce planning processes,” explained Philippe Lanoux, Manager Reporting and Analytics at TSA Telco Group. “Noble’s WFM technology has provided us with the visibility required to reduce shrinkage whilst ensuring that the best personnel are in place at the optimal times required to interact with our clients’ customers on their behalf. We were also able to work with the team from Noble to rapidly increase the contact centre system capacity to meet our clients’ urgent requirements. We are delighted and honoured to accept this award.”
“TSA has demonstrated how steady utilisation of workforce management technology can have widespread gains in operational efficiencies, and their work in integrating Noble solutions with their existing HRMS is an excellent example of how an organisation can implement new technology without disrupting the effectiveness of proven processes. We are pleased to recognise TSA for their achievements and excited to see what the organisation is able to accomplish moving forward,” said Ashley Clayton, General Manager of Noble Systems Australia.