Enterprise Workforce Management for the Back Office

Founded in 1983, Pipkins is the oldest provider of enterprise workforce management solutions in the industry. The need for Back Office scheduling has increased over the last decade. As technology continues to tie Back and Front Office operations even further, workforce and performance management has become critical to gain insight into operational needs and streamlining processes.

Pipkins' Back Office workforce management provides forecasting and scheduling by utilizing unique algorithms that have been designed specifically to address the needs of the Back Office by:

• Capturing desktop information to understand how many work items, and the actual time to handle each one
• Taking into account the minimum number of requests that need to be processed by interval
• Setting service objectives (minutes/hours/days) as well as average handle time
• Applying a unique sum of squares scheduling method to ensure optimal scheduling based on demand requirements for each work type throughout the day

 

Intraday management becomes increasingly important for Back Office operations as visibility into the day-to-day administration becomes more difficult with the many disparate systems that are being utilized. Unlike many front office call centers, Back Office areas rarely have set KPI's because of difficulty in consistent measurement and delivery to personnel. Pipkins' Back Office workforce management provides:

• Desktop schedule adherence by capturing the active screen and comparing to the tasks that are scheduled to be performed
• Daily reporting that provides detailed agent and group information about time spent on various desktop activities
• Delivery of organizational KPI's from the agent to executive levels, as defined by business objectives
• Proactive agent tools by streamlining communications and processes for activities such as time off requests, schedule trades
          and changes, viewing schedules, and delivering real time KPI's

 

Pipkins uniquely ties Back Office systems through a single server, single platform, and single database, into one workforce and performance management system that delivers actionable results. Pipkins offers a low cost solution that provides enterprise benefits through the only hosted platform for Back Office, Workforce, and Performance Management solutions.