Press Releases

Santa Selects Pipkins WFM Solution for His North Pole Contact Center.

St. Louis, Missouri - It became official today... Pipkins, Inc. was chosen to be the workforce management software provider for the North Pole Contact Center serving Santa's Workshop!


Pipkins Updating Its Look with a New Logo

Pipkins is revising its logo and corporate colors as part of an update to its corporate identity.


Pipkins Migrating to Autotask

Pipkins is migrating its ticketing system to Autotask to help improve response time and make the process of submitting work tickets faster and easier.


CIOReview Selects Pipkins for 20 Most Promising Contact Center Solution Providers 2015

Annual list showcases the 20 Most Promising Contact Center Solution Providers 2015; Pipkins makes it to CIOReview's top Contact Center Solution Providers list for providing forecasting and scheduling technology to contact centers for handling both the front and back office operations.
Pipkins CIOReview Press Release (PDF file)

Read CIOReview's Interview with Dr. Pipkins (page 46)


 Pipkins 2014 User Group Meeting. May 12-15, 2014

Pipkins, Inc., a leading supplier of workforce management software and services to the contact center industry, today announced the 2014 User Group Conference will be held May 12-15, 2014 in St. Louis. This year's agenda will include sessions on dashboards, home based scheduling, manual RTA, forecasting, basic trouble-shooting, forecasting strategies, Dayscape, and RTA monitor.

Pipkins 2014 User Group Meeting May 12-15 2014 (PDF file)


 Promero adds Pipkins Workforce Management Software Vantage Point to Offerings April 10, 2013

Promero, a leading reseller and hosting provider of call center and CRM software announced today that it has become a reseller of Pipkins workforce management software, Vantage Point. Vantage Point is used in more than 500 sites around the world managing more than 700,000 agents.

Promero adds Pipkins Workforce Management Software Vantage Point to Offerings April 10, 2013 (PDF file)


 Pipkins Celebrates Thirty-Year Anniversary with Record-Breaking Sales

Pipkins, Inc., the leading supplier of workforce management software and services to the call center industry, today announced 2013 marks the company's thirty-year anniversary. For the past three years Pipkins consistently broke company sales records. The year 2012 set an all-time record with 43 new named accounts.

Pipkins Celebrates Thirty-Year Anniversary with Record-Breaking Sales (PDF file)


 Workforce Management: The Tipping Point of Profit or Loss

Companies purchase technology in hopes of improving efficiency and increasing bottom line profits. Technology is designed to help achieve that goal; however, before spending resources on software solutions, it is imperative that you understand what each solution offers in terms of return on investment and which will have the greatest impact on your profit margin. In times of economic uncertainty, it is more important than ever to ensure you are getting maximum benefit from your software investment.

Workforce Management: The Tipping Point of Profit or Loss (PDF file)


 Pipkins Experiences Unparalleled Success in First Quarter

Pipkins, Inc., a leading supplier of workforce management software and services to the call center industry, today announced a record number of new customer acquisitions in the first quarter of 2012, including several Fortune 500 companies.

Pipkins Experiences Unparalleled Success in First Quarter (PDF file)


 Intuit, New York Life, CareerBuilder, Blinds.com and Seattle Public Utilities to Headline 2012 Contact Center Executive Summit

The Contact Center Executive Summit - a highly anticipated conference attended by accomplished leaders from across the globe who gather to collaborate and share proven contact center strategies and innovative best practices - today announced that executives from leading companies including Blinds.com, CareerBuilder, Intuit, New York Life Insurance and Seattle Public Utilities will lead interactive sessions. The Contact Center Executive Summit will be held in Denver, Colorado from May 16-17, 2012 and in Dallas, Texas from September 24-25, 2012.

Intuit, New York Life, CareerBuilder, Blinds.com and Seattle Public Utilities to Headline 2012 Contact Center Executive Summit (PDF file)


  Fusion-io Innovator Series: Pipkins Case Study

Pipkins, Inc. is the leading supplier of workforce management software to the call center industry. "We're in the problem-solving business -- we help companies solve their staffing problems," says CFO Tim Venturella. "We pride ourselves in doing that better than anyone else."

 Pipkins Participates in 2012 Call Center Events

Pipkins, Inc., a leading supplier of workforce management software and services to the call center industry, today announced that it will participate in 2012 industry events, including 2012 Call Center Optimization Forums (CCOF) and At-home Agent Seminars, facilitated by Michelle Rowan, At-Home Agent Industry Leader.

Pipkins Participates in At-Home Agent Seminars (PDF file)


 Pipkins Continues to "Go the Extra Mile" for Hosted Customers

Joel Gilbert, CIO of Pipkins, Inc., stated "When we decided to expand our hosted solution, we knew demand would be high. We wanted to ensure we had the highest performance up-front to avoid growing pains down the road." After scrutinizing various solutions, Pipkins determined that Fusion-io had the best technology that would yield the most benefits.

Pipkins Continues to "Go the Extra Mile" for Hosted Customers (PDF file)


 Pipkins Participates in At-Home Agent Seminars

At-Home Agent Seminars are designed exclusively for organizations considering the at-home model, currently in pilot, or expanding and refining their existing model. The first At-Home Agent Seminar will be held in Dallas, Texas at the Westin Galleria Dallas on February 23 to Thursday, February 24.

Pipkins Participates in At-Home Agent Seminars (PDF file)


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Articles

Does the Thought of Holiday Scheduling Raise Your Stress Level? Better WFM Tools Might Ease That Stress.

Holiday staffing can be challenging at best in the contact center industry. Inaccurate forecasts can result in overstaffing or understaffing, driving up costs, negatively impacting team morale, lowering productivity, and in the case of sales operations, such as ecommerce/catalog retailers, restricting potential sales revenue.


What to Look for When Choosing a WFM Forecasting Tool for Your Contact Center(s)

The forecasting tool is the key component in any workforce management suite. So much depends on the accuracy of your forecasts and scheduling. Making the wrong choice for your contact center(s) can have dire consequences.


Back Office Scheduling: A Critical Element in Your Overall Operational Efficiency

Now more than ever, it is vital for organizations to properly forecast workloads and schedule their back office employees based on those workload forecasts, track adherence to their schedules in real time, and streamline the workflow between front and back offices.


The Power of "Policies" in Your Workforce Management Solution

If your workforce management solution has the capability to allow users to add or adjust parameters referred to by some WFM providers as "Policies", you can make minor tweaks and major adjustments to any part of your WFM process without involving your vendor's support team, giving you the flexible, agile toolkit you need.


Four Things You Can Do to Improve Agent Retention in Your Contact Center(s)

Your approach to workforce management and the systems you use can play a vital role in keeping team members motivated, while increasing loyalty, engagement and job satisfaction.


Voting Laws and Contact Center Management

Can your workforce management solution handle the additional complications associated with election day (governmental laws, union rules, HR requests, etc.)? The consequences can be significant – lost productivity, higher labor costs, fines and in some cases, jail time.


New Laws on Overtime and Contact Center Management

The right WFM solution can help you comply with the new laws on overtime that apply to exempt as well as hourly employees.


Enterprise WFM: Forecasting May Be at Its Core but Its Scope is Much Broader

If your workforce management solution has the capability to allow users to add or adjust parameters referred to by some WFM providers as "Policies", you can make minor tweaks and major adjustments to any part of your WFM process without involving your vendor's support team, giving you the flexible, agile toolkit you need.


11 Key Features In Any WFM Solution (Part 1 of 2)

When you are considering Workforce Management products and providers, there are 11 key features that should factor into your overall evaluation process. (Part 1 of 2)


11 Key Features In Any WFM Solution (Part 2 of 2)

When you are considering Workforce Management products and providers, there are 11 key features that should factor into your overall evaluation process. (Part 2 of 2)


Pipkins - What is Appearance Worth?

Choosing the right workforce management solution requires more than depending on what the vendor tells you. Learn when to break out the bucks - and when to hold on to your cash.

Pipkins-What is Appearance Worth? (PDF file)PDF image


Pipkins - Look Beyond The Marketing Hype

Choose your vendor based on results, not promises.

Pipkins-LookBeyondMarketingHype (PDF file)PDF image


 Pipkins - The Right People

Pipkins helps your company go from good to great by ensuring you have the right people, in the right place, at the right time.

Pipkins-TheRightPeople (PDF file)PDF image


 You Need Workforce Management, Now!

Companies will need to ensure employees do not exceed a certain number of work hours per week. Workforce Management (WFM) offers tools to facilitate this process. Flexible scheduling enables easy management of agent hours. Agents now have more control over their schedules and can pick and choose blocks of time to meet required service levels. Supervisors can easily monitor agent hours worked per week ensuring compliance with staffing requirements.

You Need Workforce Management, Now! (PDF file)PDF image


 Maximize Your Investment: Six Ways to Ensure You Get the Most from Your Workforce Management Software

The benefits of a commitment to full utilization of software are that the system will perform as advertised, resulting in savings and prevention of future problems. Ensure your WFM software is working for you and you are receiving maximum return on your investment.

Maximize Your Investment: Six Ways to Ensure You Get the Most from Your Workforce Management Software (PDF file)PDF image


 Agent Scheduling Taken to a New Level with Self-Scheduling Tools

Indeed, the At-Home Agent Model has revolutionized the way contact centers are staffed. Software tools have been available for helping increase agent control over schedules; however, the At-Home Model supersedes software solutions offered to onsite agents.

Get Agent Scheduling Taken to a New Level with Self-Scheduling Tools (PDF file)PDF image


 Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Workforce Management

Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications become accepted reasons without further analysis. Technology is designed to make our jobs less tedious; however, many contact centers struggle with implementation or full deployment of software designed to automate the forecasting process.

Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Workforce Management (PDF file)PDF image


 Solving Pain Points of Forecasting

If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

Solving Pain Points of Forecasting (PDF file)PDF image


 Workforce Management: The Tiping Point of Profit or Loss

In times of economic uncertainty, it is more important than ever to ensure you are getting maximum benefit from your software investment.

Workforce Management: The Tipping Point of Profit or Loss (PDF file)PDF image


 Navigating Rough Economic Waters

Making the right choice of vendors is one strategy to help your bottom line and determine the difference between failure and success of your center. To help protect your bottom line, the following guidelines for purchasing workforce management software is recommended.

Navigating Rough Economic Waters: Protect Your Bottom Line - Make the Right Purchasing Decision (PDF file)PDF image


 Shop Around for the Right Tech

Having buyer's remorse over the purchase of an appliance, article of clothing or even an automobile is one thing, but regretting spending thousands of dollars on a software system that was supposed to make your company run smoothly is quite another. Buyer's remorse is the result of not one or two bad choices; it can be a compilation of multiple mistakes that are not visible until after the software is implemented.

(Originally featured in Scotsman Guide)

Shop Around for the Right Tech (PDF file)


 Workforce Management Moves to the Cloud

There is a chaos theory in physics and mathematics that has been formulated after a great struggle by scientists (Newtonian Physics and Euclidian Geometry). It had long been believed that "Order" was permanent and universal. This was later challenged by the undeniable reality of chaos, i.e. clouds are not spheres, mountains are not cones and lightning doesn't travel in a straight line. With the advent of modern computers scientists discovered that if they examined the numbers long and hard enough that a pattern emerges a constant pattern. Thus, order out of chaos.

Workforce Management Moves to the Cloud (PDF file)


 Thirty Years of Excellence: Pipkins Still Industry Leader

In a "bigger is better" marketplace, it is unusual to find a boutique company that can not only survive, but thrive, while competing with the "one solution fits all" mega-companies that promise solutions for all contact center needs. While this concept is attractive in theory, reality suggests something different. The truth is that no single vendor can offer a complete quality solution regardless of their claims. Companies are typically built on the reputation of doing one thing well. Quality suffers when vendors acquire other software that is not within their scope of expertise. Using one vendor for all your software purchases limits your options for:

  • competitive pricing
  • locks you in to one technology system, and
  • many times restricts your ability to pay as you grow

Thirty Years of Excellence: Pipkins Still Industry Leader (PDF file)


 Agent Retention: A Three-Pronged Approach

Is your call center a revolving door for agents to enter and exit on a regular basis while you strive to maintain customer service levels and balance operating costs? Investment in recruiting and training agents is costly, and when agents leave for thirty cents more an hour at a center down the street, that investment becomes a wasted resource.

Agent Retention: A Three-Pronged Approach (PDF file)


 Is SaaS Right for Your Company?

Hosted solutions, also known as software as a service (SaaS), enable software to be delivered over the Internet, and its popularity and benefits are well documented.

Is SaaS Right for Your Company? (PDF file)


 Three Strategies to Ease Vacation Planning Woes

Today's technology simplifies scheduling agents around vacation requests, historically a universal problem for centers due to last minute staffing issues that require supervisors to create and distribute new intra-day schedules and handle overtime needs. Centers are at risk of being temporarily understaffed, negatively affecting daily service levels. There are three ways to mitigate the effects of having multiple agents simultaneously request vacation time.

Three Strategies to Ease Vacation Planning Woes (PDF file)


 The Power of Flexibility: Strategies to Reduce Abandoned Calls

Abandoned calls are a universal problem for call centers that can significantly impact a company's bottom line. Companies that do not have a powerful scheduling tool that can accommodate creative scheduling are at risk for higher numbers of abandoned calls.

The Power of Flexibility: Strategies to Reduce Abandoned Calls (PDF file)


 Pipkins Simplifies At-Home Agent Implementation

The At-Home Agent Model continues to change call center operations. At-Home Agent Industry Leader, Michelle Rowan, predicts that the number of U.S. companies using the At-Home Agent model will increase to 80% by 2013. Companies currently utilizing remote agents report streamlined operations, improved customer service, decreased call center costs, and increased agent retention and job satisfaction. The benefits of At-Home Agents are compelling and implementation is becoming a viable option for many centers. For centers considering the use of remote agents, Pipkins simplifies the process and provides sophisticated tools to ensure optimum results for at-home workers.

Pipkins Simplifies At-Home Agent Implementation (PDF file)


 Choose the Right Forecasting Tool

Accurate forecasting is determined by providing the required accuracy and taking account all the historic and future dynamics. No single methodology is optimal for all circumstances; however, four factors should be taken into consideration:

  • Correlated Forecasting - includes forecasting for specific events that cause wide fluctuations in the volume of calls that must be processed.
  • Integrated approach to support multi-skilled issues - is necessary to have forecasting algorithms that directly calculate requirements in a multi-skilled environment, while avoiding repetitive analytical simulations.
  • Collecting enough historical data - is imperative to maintain detailed data for several years in order to produce an accurate forecast.
  • Algorithms that include curve mapping and pattern recognition - in variable environments, Historical Trend Analysis is the only way to ensure proper staffing and that can incorporate complex historical trends in its calculations.

Choose the Right Forecasting Tool (PDF file)


 Holiday Planning Made Easy with At-Home Agent Self-Scheduling Tools

The At-Home Agent model has dramatically changed call centers and created a paradigm shift in agent scheduling. Gone are the days when supervisors had to manually create, print and distribute new intra-day schedules, and talk to agents individually to solicit overtime hours. With technology now enabling agents to self schedule, holiday planning just got easier. For centers employing or considering integrating remote agents, the benefits are immeasurable.

Holiday Planning Made Easy with At-Home Agent Self-Scheduling Tools (PDF file)


 One Tool Empowers Agents While Cutting Costs

Agent empowerment has been directly linked to agent retention. The best strategy for empowering agents, improving morale, and increasing retention is to give agents the ability to have more control over their work schedules. This is accomplished through an online, do-it-yourself (DIY) agent schedule viewing and modification system.

This article discusses:

  • Four critical features of do-it-yourself scheduling systems
  • Benefits for agents
  • Benefits for supervisors
  • Cost cutting benefits

One Tool Empowers Agents While Cutting Costs (PDF file)


 Back Office Scheduling - A Critical Component for Improving Organizational Efficiency

To improve quality, enhance customer experience, increase operating efficiency, lift productivity and reduce attrition, it is critical for companies to be able to properly forecast and schedule back office employees, track their adherence in real time, and streamline the workflow between the front and back office.

This article discusses:

  • Critical components of back office scheduling
  • Enterprise Workforce Management
  • Workforce Management
  • Performance Management

Back Office Scheduling - A Critical Component for Improving Organizational Efficiency (PDF file)


 Buyer Beware - Four Considerations When Choosing a Workforce Management Solution

Making the right purchasing decision is important for companies who are looking to upgrade or implement new technology. Today's economy places additional pressure on companies to be more diligent when spending dollars allocated to improve efficiency. Many options are available for workforce management solutions and affordable solutions are available. Making the wrong workforce management purchasing decision can result in wasted investment dollars and a system that does not meet your needs.

This article discusses four considerations to ensure you are purchasing the right workforce management solution, including

  • Ease of use
  • Integration
  • Getting what you pay for
  • Do not allow a vendor to hold you captive

Buyer Beware - Four Considerations When Choosing a Workforce Management Solution (PDF file)


 Pipkins Provides Pro-Active Support to Hosted Customers

When Coventry Health Care, recently experienced an issue that could have resulted in scheduling problems, Pipkins' intervened and resolved the problem quickly and efficiently. Download this article to learn how Pipkins protects hosted customers in three important ways.

Pipkins Provides Pro-Active Support to Hosted Customers (PDF file)


 Do I Need Workforce Management Software?

Workforce management is the most cost-effective and under utilized contact center software. More than 80% of contact centers employing over 500 agents have automated workforce management systems. Workforce management solves the costly under- and overstaffing problems experienced by all call centers.

This article discusses:

  • The importance of accurate algorithms
  • Cost options
  • Improving your bottom line and remaining competitive

Do I Need Workforce Management Software?(PDF file)


 Automate Your Call Center to Simplify Holiday Staffing

Holiday scheduling can be tricky and leave centers under- or overstaffed. Inaccurate scheduling can lead to wasted labor expense through overstaffing. Automated systems help reduce wasted labor expenses by allowing agents to electronically submit requests and then be matched with available vacation slots based on a set of rules established by call center managers.

This article discusses:

  • Benefits of Automating Your Call Center
  • Essential Features for Vacation Planning Software
  • Handling Intra-day Scheduling Changes

Automate Your Call Center to Simplify Holiday Staffing (PDF file)


 Accurate Forecasting and Scheduling - The Solution to Overstaffing

The importance of accurate forecasting cannot be overstated. Accurate forecasting is the foundation of call center scheduling, and without it, over- and understaffing will occur and impact the profitability of a contact center. Accurate forecasting and scheduling tools are available to ensure your bottom line is not impacted by wasted labor expenses.

This article discusses how to find the optimum scheduling solution through:

  • Understanding what determines accurate forecasting
  • The importance of Historical Trend Analysis
  • How an integrated approach to support multi-skilled issues is an important component of accurate forecasting
  • How to achieve accurate scheduling

Accurate Forecasting and Scheduling - The Solution to Overstaffing (PDF file)


 What Small Call Centers Really Need

Small contact centers need the full functionality of workforce management solutions even more than large centers. Addressing four basic needs of small centers will enable growth and increased profitability.

This article discusses:

  • Accurate forecasting and scheduling
  • Agent adherence
  • Agent retention
  • Flexibility to grow

What Small Call Centers Really Need (PDF file)


 Software as an Agent Retention Tool

Agent empowerment is an important part of retention efforts. This article gives helpful tips on how to use your workforce management software as a tool for reducing attrition. It lists critical components necessary to maximize the effectiveness of your scheduling system regarding flexibility and benefits for both agents and supervisors.


Software as an Agent Retention Tool (PDF file)


 Eight Strategies for Handling Vacation Intra-Day Optimization Issues

Ensuring accurate staffing is a problem faced by all centers during peak agent time-off periods. Vacation scheduling can be especially challenging for centers without an automated solution. This article offers eight simple strategies that can help simplify the process.


Eight Strategies for Handling Vacation Intra-Day Optimization Issues (PDF file)


 Get a Jump on Vacation Scheduling

How can call centers be prepared for last minute changes that occur with vacation scheduling? This can be especially challenging for those without an automated solution.

This article discusses:

  • Recommendations for automating your call center
  • Essential features in vacation planning software
  • Intra-day scheduling changes

Get a Jump on Vacation Scheduling (PDF file)


 Why Do Workforce Management Systems Fail?

What does an airline crash have in common with workforce management software? Both are based on the accuracy of mathematical equations and algorithms where even a small deviation in the equation can dramatically alter the outcome.

This article explains why many workforce management systems fail and discusses:

  • Critical components for accurate forecasting
  • The importance of Historical Trend Analysis and Pattern Recognition
  • Assigning attributes to specific events

Why Do Workforce Management Systems Fail?(PDF file)


 Policies and Advanced Directives: New Tools to Solve an Old Problem

This is a dynamic solution for making minor or major adjustments to any part of the workforce process and is exclusive to Pipkins technology.

Policies and Advanced Directives: New Tools to Solve an Old Problem (PDF file)


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White Papers

 A guide to Call Arrival Distribution

This document considers the nature of call arrival distribution and how this might affect a forecast and, consequently, staffing requirements.

A guide to Call Arrival Distribution (PDF file)


 Has your WFM Solution Been End-Of-Lifed?

Have you been put in the position of having to undergo an expensive forklift upgrade because your workforce management vendor has end-of-lifed your solution?

Has your WFM Solution Been End-Of-Lifed? (PDF file)


 Workforce Management Has Moved to the Cloud: Beware of Vendors Bearing Gifts!

It is imperative for buyers to do their due diligence in order to avoid finding themselves locked into a contract for a software solution that doesn't meet their needs, or expectations.

Workforce Management Has Moved to the Cloud: Beware of Vendors Bearing Gifts! (PDF file)


 End-to-End Solutions: Beware of the Hype

If you are considering purchasing a workforce management system, you have already heard the benefits of end-to-end solutions. Many end-to-end vendors promise a tightly integrated and seamless solution for all of your software needs. The packaging is attractive and the promises are compelling; however, the drawbacks may be invisible until after the installation is complete.

End-to-End Solutions: Beware of the Hype (PDF file)


 Workforce Management: Your Most Important Investment

Workforce management is the foundation of call center success. Without a WFM system that delivers accurate forecasting, a center is at risk of losing bottom line revenue. Accurate forecasting is at the core of WFM and its importance cannot be overstated.

This paper discusses three aspects of why WFM is your most important investment:

  • Nine essential features of workforce management
  • Why workforce management systems fail
  • How to choose the right workforce management system

Workforce Management: Your Most Important Investment (PDF file)


 Accurate Forecasting: The Heart of Call Center Success

Accurate scheduling is dependent upon the forecast correctly estimating anticipated call volume and determining the number of agents required to meet service levels. How does this affect profitability? In a real life scenario, if call volume is underestimated to the extent that 100 callers out of 1,000 hang up before they speak to an agent in a sales environment where the average order is just $50, $5,000 in lost revenues will occur per day, $150,000 per month, or a staggering $1.8 million per year.

This paper discusses three primary components of accurate forecasting:

  • What determines accurate forecasting?
  • Variability and Predictability - what the difference means to you
  • Erlang versus Merlang©

Accurate Forecasting: The Heart of Call Center Success (PDF file)


 At-Home Agents: A Model for the Future

The At-Home Agent Model is rapidly changing call center operations. The benefits of using remote agents make a compelling case for companies who are looking to streamline operations, provide improved customer service, decrease call center costs, and increase agent retention and job satisfaction. Download this white paper to discover how Pipkins @HomeVantage can help your organization reap the benefits of at-home agents and start saving money.

This paper discusses three primary benefits of using at-home agents:

  • Lower call center costs
  • Improved customer service
  • Improved employee satisfaction and retention

At-Home Agents: A Model for the Future (PDF file)


 Building the Case for Best-of-Breed Workforce Management Vendors

Understanding what your company really needs now, and aligning your purchasing decision with long-term goals, is critical when choosing a software vendor. You need to understand what to expect from workforce management software and be aware of issues on each side of the best-of-breed versus end-to-end solution debate.

This paper builds the case for best-of-breed workforce management vendors by exploring.

  • The importance of accurate forecasting
  • Critical functions of workforce management software
  • Four considerations when choosing a workforce management vendor
  • The Best of Breed Advantage

Building the Case for Best-of-Breed Workforce Management Vendors (PDF file)


 Maximizing Your Workforce Management Software in a SaaS Environment

Software as a Service (SaaS), also known as hosted, enables software to be delivered over the internet and has been available for over ten years. Many businesses today are placing the burden of deploying and maintaining software on the vendor via hosted solutions. Companies should look beyond the technology to see new business opportunities that can be created through creative use of SaaS features.

This paper explores
1. A checklist of essential features for SaaS applications
2. How SaaS can help create new business opportunities
3. Determining if SaaS is right for your company

Maximizing Your Workforce Management Software in a SaaS Environment (PDF file)


 The Pipkins Advantage - Five Powerful Features That Set Us Apart

This paper discusses five powerful differentiators that establish Pipkins' competitive advantage and helps companies make better purchasing decisions.

The Pipkins Advantage - Five Powerful Features That Set Us Apart (PDF file)


 Workforce Management for the Masses

Have you thought about hosting? Hosting allows you to pay a subscription fee rather than investing in premised-based software and hardware. Pipkins, Inc. pioneered the concept of hosting in 2002 and offers a full-featured solution via the hosted model.

This white paper includes

  • Understanding hosting
  • The cost factor
  • Advantages of hosted workforce management
  • How to know if hosting is right for your situation
  • What to look for in a hosted solution

Workforce Management for the Masses (PDF file)


 Forecasting For Low Volume Queues

Queues which record a low volume of calls per day have certain characteristics which may require them to be treated differently for forecasting purposes.

Forecasting For Low Volume Queues (PDF file)


 A Forecasting Case Study: Part 1 - Data Analysis

Queues which record a low volume of calls per day have certain characteristics which may require them to be treated differently for forecasting purposes.

A Forecasting Case Study: Part 1 - Data Analysis (PDF file)


 A Forecasting Case Study: Part 2 - Forecast Analysis

The previous method is often suitable for short term forecasts. However, there are other methods available which may be more appropriate. This needs to be determined. Once more the key to this will lie in the historical data.

A Forecasting Case Study: Part 2 - Forecast Analysis (PDF file)


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