Agent empowerment has been directly linked to agent retention. Research has shown that agents who feel they have more control over their job express more job satisfaction and are less likely […]
3 WFM Strategies to Ease Contact Center 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 […]
Flexible Workforce Management Scheduling Reduces Abandoned Calls
Have you ever called customer service for a utility company or tried to place an order with a retailer only to suffer through their incredible wait times? How long are […]
Workforce Management Company Pipkins Enjoys Unrivaled Success in Q1
ST. LOUIS, MO (April 23, 2012) — Pipkins, Inc., a leading workforce management company providing software and services to the call center industry, today announced a record number of new […]
Pipkins Simplifies At-Home Agent WFM 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 […]
What to Look for in a Workforce Management Forecasting Tool
In the current economy, it is critical to ensure you are getting maximum benefit from your workforce management forecasting tool. Inaccurate forecasting can severely impact profitability. If call volume is […]
Intuit, New York Life, CareerBuilder, Blinds.com and Seattle Public Utilities to Headline 2012 Contact Center Executive Summit
The Contact Center Executive Summit (http://www.ExecSummit.com) – a highly anticipated conference attended by accomplished leaders from across the globe who gather to collaborate and share proven contact center strategies and innovative […]
Vantage Point™ – A Forecasting Case Study Part 2 – Forecasting Analysis
Forecasting Analysis 1. Introduction In order to determine whether forecasting directives are required and if so, which ones, it is necessary to consider the nature of the historical data. This was […]
Vantage Point™ – A Forecasting Case Study Part 1 – Data Analysis
A Forecasting Case Study 1. Introduction All call centers are unique. This is certainly true when considering historical data. When it comes to using this data to produce forecasts, the ‘one […]
Pipkins Participates in 2012 Call Center Events – Workforce Management Solutions Company to Participate in 2012 Call Center Optimization Forums and At-Home Agent Seminars
ST. LOUIS, MO (January 16, 2012) — Pipkins, Inc., a leading supplier of workforce management software and services to the call center industry, today announced that it will participate in […]
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