Juggling laws, regulations, union contracts, time zones, overtime pay, and phone coverage for call centers adds to the complications of anyone in contact center management trying to develop a workload […]
Archives for 2016
Enterprise WFM: Forecasting May Be at Its Core but Its Scope Is Much Broader
In the contact center industry, like all personnel-intensive industries, enterprise workforce management (enterprise WFM) has become an ever increasing strategic focus for senior executives and entrepreneurs alike. Gains achieved through […]
Pipkins Is Migrating Its Ticketing System to Autotask®
St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management software/services to the contact center industry, has begun migrating its ticketing system over to Autotask®, according to Dr. […]
11 Key Features in a Fully Integrated WFM Suite (Pt. 2)
Note: Part 1 of this 2-Part Series covered Features #1 through #5 of the “11 Key Features in a Fully Integrated WFM Suite”. The topics covered included: Hosted, Premise-Based and […]
11 Key Features in a Fully Integrated Workforce Management Suite (Pt 1)
A fully integrated workforce management suite gives your agents, their immediate supervisors, and your entire management team the complete set of tools they need to perform their jobs to the […]
What Is Appearance Worth When It Comes to WFM Solutions?
There are numerous examples of products that are attractive on the outside but inadequate on the inside, including workforce management software or WFM Solutions. Functionality can be compromised for the […]