In a “bigger is better” marketplace, it’s unusual to find a boutique company that can not only survive, but thrive, while competing with the “one solution fits all” mega-companies that […]
Vantage Point™ – A Guide to Forecasting Low Volume Queues
Forecasting for low volume queues 1. Introduction Queues which record a low volume of calls per day have certain characteristics which may require them to be treated differently for forecasting […]
Improving Agent Retention for Contact Centers: A 3-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 […]
Is SaaS Right for Your Company? Hosted software may be the answer for the growing needs of your business
By Bob Webb, Vice President of Sales, Pipkins, Inc. Hosted solutions, also known as software as a service (SaaS), enable software to be delivered over the Internet, and its popularity and benefits are […]
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 for workforce management (WFM). Gone are the days when supervisors had to manually create, print […]
Agent Scheduling System Empowers Agents While Cutting Costs
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 […]
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