Pipkins, Inc. is the leading supplier of workforce management (WFM) software and services to the contact center industry, and has been since our founding in 1983.
For more than three decades, Pipkins has created and delivered superior workforce management solutions for contact centers of all sizes, including 13 industry-first applications. Not content to rest on our laurels, the Pipkins team continues to develop new applications and enhancements to provide contact center managers with the tools necessary to improve the efficiency and effectiveness of their teams and their systems, and keep pace with today’s complex, ever-evolving, multi-channel and omni-channel contact center environments and back office operations.
All told, Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. And, we have been offering cloud-based (or hosted) WFM solutions longer than anyone, period.
The secret to our success?
Pipkins is The Accurate Workforce Management Solution.
Our systems produce positive, measurable results in terms of cost savings and increased productivity that improve your profit margin and bottom line:
- Up to a 25% reduction in Overtime Hours.
- Up to a 36% reduction in Average Queue Time.
- Up to a 12% reduction in Workforce Management Administrative Hours.
- Up to a 7% reduction in Payroll Cost Per Hour of Handle Time.
- Up to a 10% increase in Forecasting Accuracy.
- Up to a 24% increase in Total Calls Answered.
In fact, most of our customers see sufficient cost savings and productivity gains to pay for their Pipkins’ systems well within the first year after implementation.
*Results shown are based on previous customer performance. Your results may vary.
Features Unique to Pipkins’ Solutions
There are four key differentiators that set Pipkins apart from our competitors when it comes to the technology we use in our workforce management (WFM) solutions: