Blog
All of the curated content the Wilmac Technologies team has put together to help you navigate the tech landscape.
5 Reasons Why Net Promoter Score (NPS) is Critical in CCaaS
5 Reasons Why Net Promoter Score (NPS) is Critical in CCaaS January 17th, 2022 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterWhat is a Net Promoter Score (NPS), and why should a positive NPS matter to your organization? At its core, a NPS...
Continuity Replay: What You Need to Know
Continuity Replay: What You Need to Know December 29th, 2021 Written by Garry White, Enterprise Information Archiving Sales Director Blog, Enterprise Information ArchivingHere’s the situation: your voice recording hardware is approaching its end of lifetime and a...
What Did 2021 Mean for the Contact Center?
What Did 2021 Mean for the Contact Center? December 16th, 2021 Written by Emily Miller, Director of Marketing Blog, Cloud Contact CenterWhen we look into contact centers, it’s really easy to see the effects of the state our world is in at that current moment. 2021 was...
Log4J Vulnerability Update
Log4J Vulnerability Update December 14th, 2021 Written by Christina Cavaleri, Director of Operations Blog, ServicesOn December 10th, the Log4J vulnerability CVE-2021-44228 was posted. Wilmac has been working closely with our supported vendors to discover the affected...
NICE Inform Evaluator: What Can It Do For My PSAP?
NICE Inform Evaluator: What Can It Do For My PSAP? December 8th, 2021 Written by John McDonnell, Public Safety Sales Director Blog, Public SafetyWilmac has been partners with NICE Public Safety for 28 years, working to equip PSAPs with recording solutions that help...
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...