The 2009 World Contact Center Workforce Management (WFM) Systems Market, published by the PELORUS Group, states that “skills-based routing and scheduling are becoming more critical to contact center operations, driven largely by […]
The Case for Small Contact Center Workforce Management
According to the 2009 World Contact Center Workforce Management Systems Market report by the PELORUS Group, smaller call centers are thriving and companies are increasingly favoring multiple small contact centers […]
WFM Solutions Vendor Pipkins Goes the Extra Mile for Hosted Customers
ST. LOUIS, MO (June 22, 2011) — Pipkins, Inc., a leading WFM solutions vendor supplying workforce management software and services to the call center industry, today announced it has implemented […]
Workforce Management Software as an Agent Retention Tool
Have you invested in workforce management (WFM) software and implemented cost savings strategies, only to find there is a leak in your plan? Regardless if you are doing everything else right, […]
Eight Strategies For Handling Intraday WFM Vacation Optimization
When vacation time is right around the corner, are you ready to deal with last minute changes to agent scheduling that wil occur during this time? Ensuring accurate staffing is a […]
Get a Jump on Your Call Center Vacation Scheduling
With summer holidays right around the corner, how can call centers be prepared for last minute changes that occur with agent scheduling? Dealing with the challenges of call center vacation scheduling […]
Improve Back-Office Performance: Enterprise Workforce Management Can Fine-Tune Operational Efficiencies
When it comes to staffing requirements and operational-performance goals, mortgage companies differ vastly. By ensuring you have the proper number and types of employees scheduled to manage your back office […]
At-Home Call Center Agents: A Model for the Future Contact Center
The At-Home Agent Model is rapidly changing call center operations. Approximately 30% of U.S. companies currently utilize at-home call center agents and that number is predicted to increase to 80% by 2013. […]
Pipkins Provides Pro-Active Support for Hosted WFM Customers
Pipkins’ hosted WFM customer, Coventry Health Care, recently experienced an issue that could have caused workforce management (WFM) scheduling problems. While performing normal monitoring duties, a Pipkins technician observed what […]
Pipkins to Participate in 2011 Call Center Optimization Forums
Highly Anticipated Fourth Annual Event Will Provide Contact Center Professionals with Groundbreaking Strategies and Proven Best Practices to Boost Performance and Profitability ST. LOUIS, MO (February 16, 2011) – Pipkins, Inc., […]
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