Maxima Advantage® Users Can Now Roam Corporate Call Centers, Making Schedule Changes On-The-Fly Via Any Wireless Browser-Enabled Device
Traditionally, supervisors have had to be at their desks to perform such tasks at the expense of being free to roam the call center floor and manage the agents. Now they can do both — and with the added benefit of having real-time information.
“This new wireless capability enables supervisors to make intra-day schedule modifications such as overtime requests and early shift releases, plus check adherence to individual schedules and more,” said Jim Pipkins, President and CEO of PIPKINS. “Not only does it make the manager more effective in his or her work, but it raises employee morale and ensures that the call center’s greatest asset base — its people — runs at peak efficiency.”
“We are only one part of the enterprise solution, so we design our software to be compliant with open industry standards,” said Joel Gilbert, Chief Information Officer. “This is why we were able to incorporate wireless service so quickly and at the best value to the customer. Wireless Advantage combines the robust features of Maxima Advantage with the mobility afforded by the latest in handheld devices.”
Forecasting and Scheduling
Maxima Advantage enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Further, its open design allows for the complete integration of all CRM technology.
At the heart of the system is the FORECASTING module, which features Merlang®, PIPKINS’ proprietary optimization algorithm. Merlang technology leverages historical data to help users plan for special events (e.g. direct mail drop, new product offering) which can materially impact forecasted call volumes. Without this unique capability, forecasts could be inaccurate, thereby causing over or under-staffing-the center’s worst enemy.
Staffing REQUIREMENTS are calculated based on user defined service levels such as tolerance for percentage of calls abandoned, percentage of busies, indirectly occupied time, and mean time to answer. The system’s flexible, rules-driven SCHEDULER provides the optimal lowest-cost schedule while accounting for factors such as agent preferences, seniority, or other user-defined parameters.
SKILLSENSE™ is PIPKINS’ proprietary technology that enables centers to realize the synergies inherent in a multi-skill environment. A skill is typically defined as a type of call offered by the ACD. By establishing skill sets (groupings of agents with common skills) and mapping them to the appropriate queues, the system can schedule the proper mix of agents to optimally handle the calls forecasted.
Other Advanced Features
Maxima Advantage supports a Multiple Application Server (MAS) environment, allowing users to distribute supervisory loads to multiple processors while still utilizing one central database for reporting.
In addition to pre-configured reports, users can customize and save report layouts similar to that of off-the-shelf database packages. The system’s Recurring Jobs feature allows users to schedule jobs to run at specified times, eliminating the need for the supervisor to manually set variables and fire off the same job day after day or week after week.
Optional modules are also available for the system. The Real-Time Adherence module, for example, allows supervisors, via a real-time feed from the ACD, to continually monitor the status of agents. To lessen routine tasks for supervisors, the Web Agent Viewing And Empowerment (WAVE) module allows agents to view schedules, request time off, and swap schedules among themselves. Supervisors merely approve any changes made by agents.
For specific pricing information, or to learn more about Maxima Advantage and its full complement of workforce management features, contact PIPKINS at 314-469-6106, or visit www.pipkins.com.
Pipkins, Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software (Maxima Advantage®) and services to the call center industry. Maxima Advantage, which features Merlang®, PIPKINS’ proprietary optimization algorithm, is the most robust and feature rich system available. It enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Its open design allows for the complete integration of emerging CRM technology. PIPKINS’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. Corporate Headquarters: St. Louis, Missouri. Inquiries can be made on the Web at http://www.pipkins.com.