ST. LOUIS, MO (August 14, 2006) – Pipkins today announced that this year’s annual User Group Meeting held in St. Louis was their most successful since the first meeting held in 1998. Clients from across the United States, as well as Canada, United Kingdom and the Caribbean were in attendance. Pipkins initiated the User Group Meeting to allow their clients to network and exchange ideas with other software users. “We see it as part of our continued customer service,” said Bob Webb, VP Sales. “It is a great opportunity for our clients to meet one another and discuss specific issues related to maximum utilization of our software. They are always eager to hear from us regarding new features and ways to make improvements in their contact centers.”
Dora King, Contact Center Manager for MBS Direct stated “Networking with other Contact Center professionals and attending special interest track training was invaluable for better utilization of our workforce management software. By learning how other companies are using the product, we left the meeting with fresh ideas that we could implement immediately.”
“As a first time attendee at the Pipkins User Group Meeting, I was most impressed with the Instructors,” stated Sherry Leonard, Vice President of Operations for Callogix. “They are experts in their fields and provide outstanding feedback and support related to specific situations. Networking with peers in the industry allowed me to discover practical strategies and best practices and to participate in interactive sessions with individuals from many different call center industries. I came away with some great ideas regarding PTO as well as staffing to seasonality. Pipkins’ workforce management software has changed the way Callogix handles staffing requirements.”
An award for “Commitment to Excellence” was presented to Pipkins by the Fed Ex Workforce Management Group in appreciation for their work on the WAVE application. WAVE, now known as Agent Web Access, is an online, do-it-yourself agent schedule viewing and modification system that dramatically reduces schedule-related overhead for contact centers. One important aspect of Agent Web Access is the vacation planner feature, which allows managers to gain central control over vacation requests, with the ability to implement rules in a clearly objective manner. This reduces clerical requirements and associated costs and gives staff and supervisors instant visibility into vacation schedules. Most importantly, automated vacation planners give call center managers the tools they need to balance agents’ vacation requests with the call center’s business needs. That in turn can help increase agent satisfaction, employee retention, quality of service and the bottom line.
About Pipkins Inc.:
Pipkins Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. PIPKINS’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri. For more information, visit www.pipkins.com.