Blog
All of the curated content the Wilmac Technologies team has put together to help you navigate the tech landscape.
Workforce Management and its Role in the Contact Center
Workforce Management and its Role in the Contact Center November 30th, 2021 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterWorkforce Management, otherwise known as WFM, is about managing multiple key demands in a contact center: forecasting,...
Three Approaches to Minimize the Challenges of Contact Center Performance Management
Three Approaches to Minimize the Challenges of Contact Center Performance Management November 12th, 2021 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterWe’ve been managing the effects of COVID-19 in the workplace now for quite some time. In...
4 Things to Know About Capturing Text-to-911 Conversations
4 Things to Know About Capturing Text-to-911 Conversations November 9th, 2021 Written by John McDonnell, Public Safety Sales Director Blog, Public SafetyThe Next Generation 9-1-1 concept has brought a multitude of new ideas to the PSAP in the United States – one of...
Complete Communications Compliance with Wilmac & NICE
Complete Communications Compliance with Wilmac & NICE November 3rd, 2021 Written by John Joyce, Global Head of Communications Compliance Blog, Communications ComplianceThe past 18 months or so, we’ve seen a 400% increase in unified communications app usage. There...
How to Use AI & Automation in Your Contact Center
How to Use AI & Automation in Your Contact Center October 21st, 2021 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterThe past year has brought forth a surge in digital interactions. With customer activity and expectations changing rapidly...
6 Reasons Why You Need an Effective Quality Assurance Program in Your Center
6 Reasons Why You Need an Effective Quality Assurance Program in Your Center October 14th, 2021 Written by John McDonnell, Public Safety Sales Director Blog, Public SafetyFrom the moment a public safety dispatcher answers a call, their response and subsequent actions...
The Top 5 Recording Check & Reconciliation Features You Need to Know
The Top 5 Recording Check & Reconciliation Features You Need to Know October 12th, 2021 Written by John Joyce, Global Head of Communications Compliance Blog, Communications ComplianceFinancial Services Organizations, otherwise known as FSOs, must capture every...
Three Challenges to Managing Remote Contact Center Agents
Three Challenges to Managing Remote Contact Center Agents September 13th, 2021 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterAs we all navigate the uncertainties of COVID-19, a question in our line of business continues to arise: How do we...
Next Generation 911: The Future of the PSAP
Next Generation 911: The Future of the PSAP September 7th, 2021 Written by John McDonnell, Public Safety Sales Director Blog, Public SafetyWhat is Next-Gen 911? Next Generation 911 (otherwise known as Next-Gen 911 or NG911) has been a hot topic around the public...
The Top 3 Reasons You Should Work with a Third-Party Service Provider
The Top 3 Reasons You Should Work with a Third-Party Service Provider September 2nd, 2021 Written by Christina Cavaleri, Director of Operations Blog, ServicesA Call Recording solution is an important investment for your company, whether it be used for quality...
What is Proactive Compliance?
What is Proactive Compliance? August 24th, 2021 Written by Emily Miller, Director of Marketing Blog, Communications ComplianceWith the continuous introduction of new regulations in the financial space comes the increasing struggle of financial organizations to...