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...
On December 10th, the Log4J vulnerability CVE-2021-44228 was posted. Wilmac has been working closely with our supported vendors to discover the affected systems. Currently, we can confirm most of our customers are not affected. You can find the NIST vulnerability...
Wilmac has been partners with NICE Public Safety for 28 years, working to equip PSAPs with recording solutions that help them better reconstruct an incident, understand it, and work at highest efficiency. The most popular Public Safety solution that Wilmac services...
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...
We’ve been managing the effects of COVID-19 in the workplace now for quite some time. In the contact center space specifically, one in five centers saw call volume spike more than 50% compared to the previous year. With agents working hybrid or remotely now, the...
