Have you been put in the position of having to undergo an expensive forklift upgrade because your workforce management vendor has end-of-lifed your solution? When this happens, you are left […]
Agent Scheduling Taken to a New Level with Self-Scheduling WFM Tools
Technology, including advancements in agent scheduling, has enabled contact centers to integrate remote agents into their labor pool. The use of at-home agents continues to rise as more companies experience […]
Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Modern Workforce Management Tools
Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications […]
WFM Software Has Moved to the Cloud: Beware of Vendors Bearing Gifts!
Just as the Trojans were taken by surprise by the Greeks hiding inside the wooden horse, many companies have accepted free gifts from vendors, only to later find that the […]
Contact Center WFM: Solving the Pain Points of Forecasting
Anyone who has worked in contact center WFM and been responsible for ensuring that the right number of agents are in their seats at the right time can tell you […]
End-to-End Workforce Solutions: Beware of the Hype
If you are considering the purchase of a workforce management (WFM) system, you have already heard the benefits of end-to-end workforce solutions. Many end-to-end vendors promise a tightly integrated and seamless solution […]
Workforce Management Accuracy: The Tipping Point of Profit or Loss
A tipping point is defined as the moment at which something becomes irreversible and unstoppable. Tipping points occur because momentum builds, and a build-up of minor changes or incidents reaches […]
Pipkins 2014 User Group Meeting Scheduled for May 12-15 – Annual WFM Event Presents Learning and Networking Opportunities
ST. LOUIS, MO (May 5, 2014) – Pipkins, Inc., a leading supplier of workforce management (WFM) software and services to the contact center industry, today announced the 2014 User Group […]
Protect Your Bottom Line – Make the Right WFM Purchasing Decision
In the current economy, many companies are struggling to stay competitive and meet customer service levels. All expenditures, including your WFM purchasing decision, must count toward increased productivity and provide […]
Workforce Management Technology: Your Most Important Investment
According to the PELORUS 2011 Workforce Management Report, the solid business case for workforce management technology remains the most important market driver. PELORUS further suggests there are several non-economic benefits that drive […]
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