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...
Gaining Control of Your Voice Data with Wilmac Tech Wilmac Technologies presents Gaining Control of Your Voice Data webinar , an informative webinar on Enterprise Information Archiving solutions provided by Wilmac Tech. Access the Recording Wilmac Technologies has...
When we look into contact centers, it’s really easy to see the effects of the state our world is in at that current moment. 2021 was no exception. The year 2021 had a significant and will have a lasting impact on contact centers as we move into the new year. But what...
With the holiday season upon us, the needs of the community around us are magnified. Wilmac has been a part of the Greater Rochester community since 1957 and has enjoyed giving back in various ways over the years. This year, Wilmac is gathering toys and encouraging...
Workforce Management, otherwise known as WFM, is about managing multiple key demands in a contact center: forecasting, agent and staff scheduling, employee empowerment, performance management, and the processes around it. It can also be looked at as optimizing the use...
