Workforce Engagement Management

Is your company’s call recording system aligned with your current business objectives? Are you looking to integrate a new system that will reduce costs, improve employee performance, and future-proof your Voice and Screen recordings?

Wilmac can install, service, and support a personalized Voice and Screen Recording system. Whether you’re looking to revamp your existing system or consolidate into one unified platform, we’ll customize a solution that simplifies and streamlines your operations, captures all of your communications, ensures compliance, and adapts your recording to your ever-changing needs.

There’s a lot happening behind-the-scenes of your call center ‒ and your agents can drive higher quality experiences for customers when they’re in an optimized environment. Let Wilmac install, service, and support a Back-Office platform that captures the productivity of your workforce and helps you better organize work tasks, streamline productivity, and reduce operational costs.

Quality Monitoring (QM) solutions allow you to analyze and quantify the success of every interaction, gain valuable insights, and design training programs to improve employee performance.

Wilmac will help you leverage the functionality of your QM system by walking through your business goals, identifying your key performance indicators (KPIs), and integrating software to optimize your IT infrastructure.

Workforce Management (WFM) solutions are a valuable asset to any organization looking to drive better efficiency, productivity, and employee engagement. Wilmac works closely with every unique client to understand their operational needs when it comes to scheduling, workforce planning, skills management, resource planning, and omnichannel forecasting. Taking a personalized, consultative approach, we’ll tailor versatile, best-of-breed WFM solutions for your on-premise or cloud-based contact center.

With WFM solutions, you’ll gain the insight and know-how to face scheduling challenges head-on, allocate tasks to the right agents, and ultimately drive better customer experiences. Workforce Management solutions not only streamline your scheduling process. They also help you anticipate, respond, and adapt to high call volume and peak business times. That way, you have the insight to employ the most proficient and qualified agents, when and where they’re needed most ‒ all while reducing onboarding, operational costs, and maintenance overhead in the process.

Every customer interaction can unveil the valuable insight you need to build better relationships. By transcribing and examining your Voice and On-Screen recordings, Speech Analytics can help you gain crucial insights, set results-driven objectives, streamline business processes, monitor your compliance adherence, and ultimately improve customer experience at every touchpoint.

With our consultative approach, Wilmac pairs best-of-breed Speech Analytics technology for your operational needs and goals. Developed by world-leading Voice technology vendors, this comprehensive technology features Speech Recognition, Phonetic Indexing, and Speech-to-Text Transcription (STT) solutions that can help you process and understand your call center’s interactions more accurately.

An all-encompassing Analytics system serves as a complete source that categorizes and analyzes all of your Voice and On-Screen recordings with ease and high accessibility. Desktop Analytics will also provide you with the ability to monitor individual agents in real-time and pinpoint areas where you can develop training and learning opportunities to improve their performance and customer interactions.

Robotic process automation technology performs manual, high-volume business tasks, working around-the-clock to minimize human error and streamline communication between your systems.

RPA software robots can complete routine tasks fast, accurately, and efficiently, allowing your front and back-office employees to focus on high value tasks and deliver better customer experiences. Highly reliable and scalable, RPA software can also reduce operational costs and drive consistent, fully compliant results.

Valuable data may be buried in your communications system.

Wilmac can implement BI strategies and technology to unlock this data and use it to achieve your goals, reduce costs, and optimize your company’s performance. During an evaluation, we’ll identify areas where we can integrate voice recording solutions to help you make better and more informed decisions.