St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management software/services to the contact center industry, has begun migrating its ticketing system over to Autotask®, according to Dr. […]
11 Key Features in a Fully Integrated WFM Suite (Pt. 2)
Note: Part 1 of this 2-Part Series covered Features #1 through #5 of the “11 Key Features in a Fully Integrated WFM Suite”. The topics covered included: Hosted, Premise-Based and […]
11 Key Features in a Fully Integrated Workforce Management Suite (Pt 1)
A fully integrated workforce management suite gives your agents, their immediate supervisors, and your entire management team the complete set of tools they need to perform their jobs to the […]
What Is Appearance Worth When It Comes to WFM Solutions?
There are numerous examples of products that are attractive on the outside but inadequate on the inside, including workforce management software or WFM Solutions. Functionality can be compromised for the […]
Look Beyond the Hype for the Best Workforce Management Suites
Let’s face it – marketing and advertising drive sales in most industries. Experts assert that on average, companies allocate approximately 7% of revenues for marketing initiatives. Competition is tough and […]
CIOReview Selects Pipkins for 20 Most Promising Contact Center Solution Providers 2015
FREMONT, CA –October 14, 2015 – CIOReview (www.cioreview.com) has chosen Pipkins (pipkins.com) for its 20 Most Promising Contact Center Solution Providers 2015. The positioning is based on evaluation of Pipkins real-time performance […]
Contact Center Workforce Management: Steps to Solve Staffing Issues
Contact Center Workforce Management is a game changer when it comes to maximizing profits and limiting spending. In Jim Collins seminal book “Good to Great”, he used the analogy of […]
Vantage Point™ – A Guide to Call Arrival Distribution
Call Arrival Distribution – An Analysis This document considers the nature of call arrival distribution and how this might affect a workload forecast and, consequently, staffing requirements for a contact […]
You Need Call Center Workforce Management Now!
Companies are being impacted by new legislation that influences hiring and scheduling decisions. Any company with the equivalent of 50 or more full-time employees will be affected by new mandates. […]
Six Ways to Get the Most from Your Workforce Management Toolkit
Companies purchase software to find solutions for specific problems. However, once the purchase is completed and the problem solved, many companies never take full advantage of their solution, or fail […]
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