As call centers become more technically complex and agents become more specialized, staffing becomes an increasingly critical issue. Having too few agents available drives away customers (a dangerous practice with […]
Mustang.com™ and Pipkins Join Forces In eService Workforce Management
Mustang Message Center™ Updated To Share Data With Pipkins Maxima Advantage® Workforce Management System Bakersfield, California: Mustang.com, Inc. (Nasdaq: MSTG), the provider of Trusted eService Solutions™, and Pipkins Inc., a […]
Intraday Call Center Scheduling: Adjusting for All Daily Staffing Surprises
Why is an intraday call center scheduling tool a must have? It’s 8:10 am, and already the day’s schedule needs to be fed to the shredder. Several agents have called […]
Skill-Based WFM Scheduling for Call Centers: What You Need to Know
Today’s call center environments are becoming increasingly complex by handling multi-lingual calls, and supporting diverse clients, products, or services. Efficient labor management dictates that agents in such environments should be cross-trained in […]
PIPKINS Enhances Industry-Leading Workforce Management System With New Wireless Capability
Maxima Advantage® Users Can Now Roam Corporate Call Centers, Making Schedule Changes On-The-Fly Via Any Wireless Browser-Enabled Device ST. LOUIS, MO – January 27, 2000: – Software developer Pipkins, Inc. […]
Skill-Based Routing and Workforce Management Scheduling
In this paper, we will examine skill-based routing and the challenges it poses for the producing optimal workforce management scheduling. 1. Skill-Based Routing – Introduction If your ACD has Skill […]
Pipkins Introduces SkillSense™ Scheduling for Its Maxima Advantage® Workforce Management System
PIPKINS, Inc. today announced that SkillSense™, the second generation of their multi-skill functionality, is immediately available for Maxima Advantage®, PIPKINS’ premier workforce management system. SkillSense is a culmination of the […]
Skill Based Routing vs. Skill Set Scheduling
1. Skill Based Routing – the ACD viewpoint The manner in which the various ACDs implement Skill Based Routing (SBR) can be varied and is often complex: Usually, the switch has […]
The Evolution of Modern Contact Centers & Cloud-Based WFM Solutions
Darwin would have felt at home in a modern contact center. He would have been able to study its constantly evolving nature and observed his theories in practice. Call centers […]
Multi-Channel Contact Center WFM: Handling Multi-Media Work
This workforce management (WFM) paper will examine multi-channel contact center WFM, its challenges, and the factors that should be considered when forecasting and scheduling for multi-media work. How do I […]