Pipkins, Inc. was formed from the creative energy and vision of James Pipkins, Ph.D., a former plasma physicist with a degree in Electrical Engineering and Ph.D. from Rensselaer Polytechnic Institute. While employed at McDonnell Douglas Astronautics Division, Dr. Pipkins developed a keen interest in Workforce Scheduling and began designing solutions on his personal computer. After devoting almost a year to developing a Workforce Management software package for contact centers, he applied the problem-solving approach of a physicist to the nuances of workforce scheduling to accommodate variables found in the work place. Dr. Pipkins left McDonnell Douglas to found his workforce management (WFM) company in 1982. During this time, British Telecom (BT) wanted to mechanize its scheduling system for operator services in more than 200 locations. Dr. Pipkins began working for the company as a consultant and his perspective on workforce scheduling evolved. His technical expertise in Workforce Management was broadened because of the unique and complex problems at BT.
Pipkins, Inc. was incorporated in 1983. Headquartered in St. Louis, Missouri, Pipkins has become the leading supplier of workforce management software and services to the contact center industry, providing sophisticated forecasting and scheduling technology for both the front and back office. For over thirty years, Pipkins has consistently created and delivered superior workforce management products for contact centers of all sizes. Pipkins’ boasts 13 industry-first applications with solutions that are three to five years ahead of the curve. Today, the Pipkins team continues to develop new applications to provide contact center managers with the state-of-the-art tools necessary to improve the efficiency and effectiveness of their people and systems … tools that are tailored for the management of today’s complex, multi-channel and omni-channel contact center environments.
The company has an installed base of solutions in a wide variety of industries, from financial services and health care to manufacturing, travel, and telecommunications.
Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. Our early associations with British Telecom and AT&T Network Systems United Kingdom helped establish Pipkins at the forefront of the demanding operator services industry.