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 […]
Back Office Staff Scheduling Improves Organizational Efficiency
When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back […]
Accurate WFM Forecasting: The Heart of Call Center Success
In times of economic crisis and dwindling profits, it is more important than ever to ensure you are getting maximum benefit from your software investment, including your workforce management (WFM) solution. […]
Automate Your Call Center to Simplify Holiday Staffing
Holiday scheduling can be tricky and leave centers under- or overstaffed. For centers without an automated solution, last-minute staffing problems require supervisors to manually create, print and distribute new intra-day schedules, and […]
Four Considerations When Choosing Workforce Management Solutions
Making the right purchasing decision is always 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 […]
Do I Need Workforce Management Software Tools?
Workforce management software tools are the most cost-effective and underutilized contact center software. More than 80% of contact centers employing over 500 agents have automated workforce management systems. The number drops […]
Accurate Forecasting & Scheduling: Solving Call Center Over-Staffing
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 […]
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