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Entries by nroberts

About Noel Roberts

Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.

contact center solution
4 Steps to Take Before Jumping into Your Next Contact Center Solution July 08, 2019

Throughout our 22 years of experience, Aria's developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact cente...

overcoming-contact-center-challenges
4 Common Contact Center Challenges and How to Solve Them June 24, 2019

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. That has changed. Customer experience (CX) is now understood to b...

The Steep Costs of Contact Center Outages November 07, 2018

Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Ser...

Aria’s Evolved Branding Reflects a Renewed Commitment to YOU September 05, 2018

Aria Solutions is thrilled to announce that we’ve refreshed our branding! This change is more than just a new logo and colors; it’s a reflection of how you see us – who we are today, w...

integrated contact center
Building a Fully-Integrated Contact Center with Amazon Connect and Salesforce May 18, 2018

When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take ...

PureEngage
Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage May 02, 2018

It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be ha...

cloud-services
Cloud + Automation: The Future of the Contact Center Infrastructure February 28, 2018

Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infras...

CX competencies
6 CX Competencies to Driving Better Customer Engagements October 10, 2017

Overwhelming evidence confirms that improving CX does drive business results and that prioritizing customer experience is the proven path to success. However, many customers feel that only a few compa...

When to Move to a Push Model? October 10, 2014

Are your team members spending at least 5-10 minutes a day “cherry picking” their work? If your team is handling lots of work items per day, then saving even 5 minutes per person can make a differ...

New animation video – What Cherry Picking is and How to Stop it October 02, 2014

Aria Solutions is happy to announce our new video describing what Cherry Picking is, the issues of “pulling” work items from Salesforce queues, and why Real-Time Work Delivery is a solution to thi...

Team Growth Issues in the Real World – a Customer Example September 30, 2014

Consider an organization that has the enviable problem of experiencing significant team growth over a short period of time. This happened to one of our clients! Our client delivers a perishable pro...

Why is Cherry Picking work a bad thing? September 29, 2014

Every day, there are many tasks that you need to do for your customers. Often, the method used is to allow employees to pull work items from lists or Salesforce queues. As a result, the most critic...