Contact Centers

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…

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…

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…

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…

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!

Today’s Contact Center Challenges

Surveys show that the average Customer Service Representative has to use over 6 different desktop applications for a single interaction...

Replacing Your Call Recording System – Know Your Options

If you’re looking to replace or upgrade your Call Recording system, it’s important to consider all of your options.

Technology Is Important, but People Still Have a Place

Finding the balance of technology and people can be difficult, especially when your end goal is customer satisfaction.

Wilmac Consulting Assessments

Consultative assessments ensure that your solution is meeting your needs and helping you achieve your goals.

Wilmac Support for NICE Systems

Wilmac knows NICE. We know their products, systems, and solutions, and have successfully partnered with them for over 10 years.

What Is Proactive Compliance?

Proactive compliance allows organizations to mitigate risk and protect their business and their customers.

The Value of Teamwork in the Call Center

Michael Phelps became a household name by setting world records and winning more Olympic medals than any competitor in history. He's a one-man…

Outsourcing Your Call Recording Management

What would you do if you had more time? Wilmac’s Staffing Services can guarantee that one time-consuming task – managing your Call…

Global Support Benefits

Your organization’s Call Recording equipment is important and requires high quality support wherever you operate.

Software Updates & The Impact on Your Call Recording

It is crucial to take steps to mitigate compatibility risk, and ensure that all systems are prepared and protected during upgrades.