Call center workforce management (forecasting, scheduling).
Pipkins proudly introduces the world's first third-generation call center workforce management system designed to provide answers to the most difficult call center forecasting and scheduling problems. Whether you have 3000 agents or just 30, Pipkin's Maxima Advantage provides the flexiblity and advanced technology you need to manage your call center.
Forecasting...
Maxima Advantage uses advanced Merlang®-M forecasting algorithms that eliminate ponderous simulations, and provide a closer fit than traditional Erlang-C equations, even when calculating staffing levels using multiple agent skill sets. You can also directly correlate marketing activities with projected call volumes when producing a forecast.
Scheduling...
The flexible rules-driven scheduler uses our innovative sum-of-squares algorithm that reflects the optimal lowest cost staffing solution for your call center. Agents can specify preferential work assignments without affecting the expected level of service. The powerful Oracle™ database and client/server Windows NT architecture can give you complete control over your scheduling operations from any of your offices around the world.
Skill Base Routing...
Skill Base routing lets you forecast an integrated set of requirements for your agents using all of their skilled activities. Maxima Advantage then schedules your agents to as many different activities during the day as they have expertise. And agent schedules can contain both on-line and clerical assignments. Each schedule always unlocks your agents' full potential.
Real-Time Adherence...
Maxima Advantage provides you with real-time adherence information at any time of the day or night. A quick look reveals the status of all of your agents, and this information is automatically updated on the screen while you attend to other matters. You immediately know which of your operations are affected, and the cumulative effect on your current staffing level. Reports can easily help you spot problem areas during the day and give you a historical view of recurring patterns.
Attendance Preferences...
Maxima Advantage leaves nothing to chance when scheduling your agents on holidays, or any other days. Your agents tell you what days they like to work, the hours they would prefer to work, and other details about their ideal working conditions. Agents can be assigned their dream attendance on the basis of seniority, or through a rotational scheme that allows agents to take turns, based on the past fulfillment of their preferences.
Multiple Application Server (MAS)...
Maxima Advantage has new MAS functionality that gives large, multi-site call centers the ability to distribute their heavy workforce management system load to multiple application servers while still utilizing a single, central database for reporting.