DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. And that's just the beginning! Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

SEPTEMBER 12, 2023

Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78