Are you one of the many companies transitioning to the cloud? Then you know it’s time to modernize your workforce optimization suite. And being able to be flexible and manage remote agents is a critical component to that modernization. Before we dive into how the...
Channel choice is a hot topic in the contact center world. Consumers want to be able to reach and interact with a brand on their own terms in their preferred channel. NICE’s 2019 benchmark consumer research found that 90% of consumers are more likely to consider doing...
Managing the many ways you interact with your customers is not easy. With massive growth in transaction volume and digital channel complexity, customer experience has been moved to the top of the priority list. The infinite communication experiences that customers...
Wilmac is excited to announce a new partnership with PolyAI, an industry-leading technology provider for enterprise voice assistants. The increasing complexity of customer demands has made the value of a reliable and sophisticated AI voice assistant that much higher....
The customer journey has become a complicated, inter-connected web of channels especially when it comes to customer service. Each time a new digital site is introduced and embraced by consumers, businesses must evaluate if and how it fits into their digital strategy....
What is a Net Promoter Score (NPS), and why should a positive NPS matter to your organization? At its core, a NPS measures the willingness of customers to recommend a company’s products or services to others. It should be a significant pillar of your Customer...
