Blog

4 Reasons to Record All Calls

You know that you have to record calls, but have you ever really thought about why?

Record All Communications, Not Just Voice!

When you interact with clients, customers, and coworkers, what communication technology do you use?

5 Ways to Improve Engagement

From guest blogger, Jay Minnucci: Engagement is critical for top performance.

Even in This Digital Era, People Still Make Phone Calls

In a world of increasing texts, emails, and social posts, calling on a phone still has a place.

Speech Analytics and Quality Monitoring

From guest blogger, Jay Minnucci: Speech analytics can offer value on its own and can make your quality monitoring program better.

Increasing Customer Retention

Today’s customers want more with less, and expect speed, customization, and attention at every step – this can seem impossible to provide!

How to Plan for a Recording System Upgrade

Planning to upgrade your Recording system? Follow these 5 steps.

Rhetoric vs. Reality: If we say we can, we will

Here at Wilmac, we’re consumers too. We understand how frustrating it is when a company’s rhetoric doesn’t align with reality.

Cost Vs. Value: Considering the True Total Cost of Ownership

You’ve heard the phrase “Total Cost of Ownership” before. What does it mean in terms of your Call Recording system, and why should you care?

What Does Staff Augmentation Actually Look Like?

We talk a lot about our comprehensive Managed Services offering, but what do these services actually look like in practice?

Managing Video Evidence for Public Safety

As recently as 10 years ago, the idea of always having a video camera with you would have been ridiculous. Yet with smart phones, it's now a reality.

Improving Your Recording Environment Starts with a Wilmac Assessment

Want to Improve Your Recording Environment, But Don’t Know Where to Start?

Your System Won’t Last Forever – 5 End of Life Milestones You Should Know

Discontinued, End of Life, EOL, Legacy, Sunset... No matter what you call your old system, it’s important to plan for the future.

Talking with Steve Sharpe, Winner of NICE's PSAPs' Finest Award

NICE’s 2016 PSAPs’ Finest awards recognizes longtime Wilmac customer Steven Sharpe for his contributions to emergency communications.

NICE Inform: What Makes It the Industry Leader?

A look at NICE Inform and why it’s the industry leader, with our Public Safety Expert, Joe Grube.

A Lesson from The Olympics: Adaptability Matters!

What does Wilmac have in common with an Olympic athlete? We’re both adaptable and ready to rise to a challenge.

What Is Happening in The WFO Industry Today? [Part 2: Technology]

Reducing Operational Costs: Cloud, Unified Desktop, & Automation

What Is Happening in The WFO Industry Today? [Part 1: People]

Improving Agents’ Work/Life Balance: Millennials, Working Remotely, & Flexible Scheduling

Considerations to Get the Most Out of Your QM System

Underutilized Quality Management systems are far too common. Read our blog for tips to get the most out of your QM system!

PCI & Your Call Recording System

Understanding the impact PCI has on your Contact Center and what you can do to remain compliant.