Turrets and the Future of Trader Communication Technology
Since the 1980s, turrets (also known as dealerboards) have been one of the most important pieces of communication technology for traders. …
Blog
Improving Agent Performance with Speech Analytics
Most agents really want to excel, but they need training and ongoing coaching and feedback to achieve peak performance. This is where speech analytics…
Public Safety Interoperability and Resource Consolidation
Public Safety agencies – PSAPs, Sherriff’s offices, Fire Departments, and others – are essential to the well being and safety of…
Automated Trade Reconstruction Ushers in New Era of Accountability
The volume of trading activity has grown exponentially over the past few decades, as a result of elaborate securities offerings and the availability…
Wilmac’s Recording Consulting – Let Us Simplify Call Recording for You
It is likely that you don’t know what it is you don’t know when it comes to your organization and its Call Recording needs. Sure,…
7 Ways to Reduce Agent Attrition
Contact center agent attrition, which ranges from 30% to over 100%, remains a top challenge. Managers have tried many things to reduce the attrition…
The NICE Inform Intelligence Center
Today, PSAP managers have to pull data from lots of different systems to compile metrics, and for all the manual effort, they still lack the in-depth…
The Art of Possible: A Consultative Approach to Financial Compliance
Now is the time to change how financial institutions approach the purchase of software used to manage their critical operations, particularly in…
Upgrading or Replacing your PBX? Don’t forget about your Call Recording!
To ensure the upgrade or replacement of your PBX, phone, or call handling systems goes as smoothly as possible, be sure to consider your communication…
How Technology Can Reduce Contact Center Operational Costs
In Contact Centers, as in many other business environments, there seems to be a continual push to increase overall efficiency, all while decreasing…
Drowning in a Tsunami of Digital Evidence? Here’s Your Lifeline
Today, crime solving hinges on digital evidence and the volume, velocity and variety of digital evidence is growing exponentially. From body-worn…
Financial Compliance: The 4 R’s
Thanks to growing industry regulations and internal rules, organizations in the financial markets are required to RECORD, RETAIN, and upon request,…
Domino Effect: One Software Update Can Affect Another
Like dominoes in a line, a change made to one program can affect others in strange and often unintended ways.
Improve Your Customer Service with Recording Applications
Recording the conversations between customers and Contact Center agents is one of the only surefire ways to truly guarantee that customers are…
Complimentary Training Resources for 9-1-1 Center Managers
As a 9-1-1 center manager, you’re stretched thin every day managing daily operations, Quality Assurance, evidence/audio requests, performance…
Avoiding Forced Upgrades: Know Your Options For End of Life Compliance Recording & Turrets
As your Compliance Recording System and Turrets near their End of Life date – the end of their product lifecycle – it’s important to…
Voice Surveillance - It’s Time
Compliance teams are finally renovating compliance programs neglected in the scrum to prepare for MiFID II. However, too often voice surveillance has…
Beyond Recording Calls – Do Something with Your Data!
Recording your calls is just the first step – what you can do with all the data you collect is the real game changer.
Leveraging Voice Recording to Improve Customer Experience
The importance of Customer Experience: What does Voice Recording have to do with it?
A Buyer’s Guide: 5 Questions to Ask When Evaluating Call Recording Vendors
You’ve decided to buy new Call Recording software…here are 5 questions to ask your vendor!