“Even if you are on the right track, you’ll get run over if you just sit there.” […]
Archives for 2016
Santa Selects Pipkins WFM Solution for His North Pole Contact Center
St. Louis, Missouri – It became official today … Pipkins, Inc. was chosen to be the workforce management (WFM) software provider for the North Pole Contact Center serving Santa’s Workshop. […]
Does the Thought of Holiday Scheduling Raise Your Stress Level? Better WFM Tools Might Ease That Stress.
Holiday staffing can be challenging at best in the contact center industry, especially if you are using inadequate WFM tools. Inaccurate forecasts can result in overstaffing or understaffing, driving up […]
What to Look for When Choosing a WFM Forecasting Tool for Your Contact Center(s)
In today’s highly competitive business climate, it is vital that you get maximum benefit from the technology you invest in – especially when it comes to tools like your workforce […]
Four Things You Can Do to Improve Agent Retention in Your Contact Centers
The investment you make in recruiting and training contact center agents is significant, but what about your agent retention efforts? When your agents routinely leave for 25 or 30 cents […]
The Power of “Policies” in Your Workforce Management Software
When you are working in your workforce management software or WFM tool, have you ever said to yourself: “If only it could do (blank)” or “Why can’t it do (blank)?” or […]
Back Office Scheduling: A Critical Element in Your Overall Operational Efficiency
Back office scheduling can be challenging. Every organization is different, especially when it comes to staffing requirements and performance goals for your specific operational needs. Making sure you have the […]
New Laws on Overtime and Contact Center Management
“Did you really think we want those laws observed? said Dr. Ferris. “We want them to be broken. You’d better get it straight that it’s not a bunch of boy scouts you’re […]
What’s Impacting Your Bottom Line? Five WFM Factors that Determine Profit or Loss
The difference between profit and loss can be a delicate balancing act. One area that can have a significant impact on a company’s bottom line is the contact center, often […]
Pipkins Updating Its Look with a New Logo
St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management (WFM) software and services to the contact center industry, is revising its logo and corporate colors, according to […]