Articles and White Papers

Policies and Advanced Directives
    No More Wishing and No More Waiting
    by Pipkins, Inc.

Accurate Forecasting for Special Events
    Accurate forecasting is the most important component of workforce management software
    by Bob Webb, Vice President of Sales.

Three Strategies for Optimal Agent Adherence
    Try these three simple strategies for improved service levels
    by Bob Webb, Vice President of Sales.

Holiday Scheduling Made Easy with Call Centers Automation
    ( as published on CRMXchange.com )
    by Bob Webb, Vice President of Sales.

Snow, Sickness & Other Aggravations
    Adjusting for Daily Staffing Surprises
    by Valarie Carbo, Senior Consultant, Pipkins, Inc.

9 Tips for Evaluating Workforce Management Systems
    ( as published in Multichannel Merchant Magazine )
    by Bob Webb, Vice President of Sales.

One Step At A Time:
    How World Class Contact Centers Are Achieving Their Workforce Optimization Goals
    ( as published in TMCnet )
    by Bob Webb, Vice President of Sales.

Agent Adherence 101:
    Three Simple Strategies to Improved Service Levels
    ( as published in Connections Magazine )
    by Bob Webb, Vice President of Sales.

Choose the Right Software to Maximize Accuracy of Call Volume Predictions
    ( as published in Call Center Times )
    by Bob Webb, Vice President of Sales.

Keeping Call Centers on Track
    Monitoring Agent Adherence Levels
    by Dennis Cox, managing director of PIPKINS UK, Ltd.

Plagued by Scheduling Woes?
    Boost the accuracy of call volume predictions.
    ( as published in Customer Inter@ction Solutions Magazine )
    by Bob Webb, Vice President of Sales.

Darwinian Call Centers
    The evolving nature of call centers.
    ( as published in C@LL Center CRM Solutions Magazine )
    by Dennis Cox, managing director of PIPKINS UK, Ltd.

Building The Perfect Call Center
    Workforce Management Software: A Mission-Critical Call Center Component
    ( as published in C@LL Center CRM Solutions Magazine )
    by Jim Hogan, manager of Customer Care, PIPKINS Inc.

Skill Set Scheduling
    Managing call center scheduling in a Skill-Based Routing environment.
    by Pipkins Inc.

Handling Multi-media Work
    Determining multi-media requirements and scheduling for it.
    by Dennis Cox, managing director of PIPKINS UK, Ltd.

Skill Based Routing and WFM Scheduling
    Scheduling in Skill Based Routing environments.
    by Pipkins Inc.

WFM and your ACD
    The interaction of Workforce Management Systems with your ACD.
    by Jim Bach, Manager of External Interfaces and Web Development

Skill Based Routing vs Skill Set Scheduling
    Scheduling in Skill Based Routing environments.
    by Dennis Cox, managing director of PIPKINS UK, Ltd.