In this bonus episode of The Wilmac Wire, Emily Miller hosts a conversation from Wilmac Technologies' recent webinar, Transforming Contact Center Data Management: Compliance Made Simple, held in partnership with the Greater Toronto Area Contact Center Community (GTACC).

She’s joined by Wilmac’s Ben Bowen and Charlie Snedden to break down the biggest challenges businesses face when managing contact center data—outdated systems, locked-down file formats, strict compliance rules, and more. Ben and Charlie share their expertise, real-world success stories, and practical strategies to help organizations take control of their data, stay compliant, and cut unnecessary costs.

This episode covers:

• Why legacy data systems create roadblocks and how to overcome them
• Navigating proprietary and encrypted formats to regain control of your data
• The risks of siloed data and how consolidation improves compliance and efficiency
• How organizations like EmblemHealth and major financial institutions have tackled these challenges
• The growing concern of long-term storage costs in CCaaS platforms

Episode Breakdown: 

0:26 - Welcome to the bonus episode: Insights from Wilmac’s GTACC webinar
1:12 - Meet the panel: Ben Bowen & Charlie Snedden
3:04 - The challenges of legacy data management
6:00 - Breaking free from proprietary and encrypted formats
9:09 - Real-world success: How Wilmac helped a major enterprise future-proof its data
12:06 - The high cost of long-term storage in CCaaS platforms
14:27 - Strategies for compliance without excessive costs
17:09 - What’s next in contact center data management

Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/
Ben Bowen on LinkedIn: https://www.linkedin.com/in/benjaminmbowen/
Charlie Snedden on LinkedIn: https://www.linkedin.com/in/charliesnedden/

The Wilmac Wire on our website: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/