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 problem faced by all call centers during peak agent time-off periods. Vacation scheduling can be especially challenging for centers without an automated solution. Here are 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 is a problem that all centers face. It can be especially challenging for those without an automated solution call center vacation scheduling that can make life […]
Back Office WFM Technology & the Mortgage Industry
Back Office WFM technology Can Fine-Tune Operational Efficiencies to Boost Performance Mortgage companies can and do vary greatly when it comes to operational performance goals and staffing requirements. You need to determine the correct number of workers with the correct skill sets that are necessary to handle the incoming workload to meet your performance goals. […]
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 any given time, you can meet your company’s challenges. Commercial mortgage brokers and originators looking to tighten and strengthen their back-office operations can benefit […]
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 was happening and intervened by contacting Coventry and immediately provided the solution. The Pipkins consultant offered not only the solution, but advised Coventry on correct […]
Why Do Workforce Management Solutions aka WFM Systems Fail?
On November 28, 1979, New Zealand Airlines Flight 901 left Auckland Airport carrying 237 passengers and 20 crew members. The flight was a routine sightseeing trip bound for Antarctica. Flight Planning entered coordinates in the computerized navigation system. The pilots of Flight 901 also entered a series of latitude and longitude coordinates. Unknown to the pilots, two of […]
9 Criteria to Assess Mission-Critical WFM Technology
Having the right amount of agents scheduled for the right day and the right time is crucial to any call center’s profitability. That’s why workforce management (WFM) systems can and should be considered mission-critical WFM technology. If the system you use to forecast and schedule agents is not advanced enough, or if your center does […]
WFO Goals and World-Class Contact Centers
Step by Step: How World-Class Contact Centers Achieve Their Workforce Optimization (WFO) Goals Today many contact centers have already implemented workforce optimization (WFO) solutions. Of those that haven’t, most are seriously researching WFO or at least giving it some consideration. Typically these organizations are satisfied with the state of their call delivery infrastructures (PBXs, ACDs, […]
Call Center WFM Customer Case Study: CaLLogix
Background for this Call Center WFM Customer Case Study Twenty years ago, CaLLogix was a traditional answering service in Manchester, New Hampshire, answering the phone for doctors, lawyers, plumbers and electricians. Although they still answer the phone for doctors, lawyers, plumbers and electricians, a lot has changed. Today, CaLLogix, Inc. is a fully integrated contact […]
Policies & Advanced Directives Solve Enterprise WFM Suite Challenges
Have you ever looked at your workforce management (WFM) tool and said, “I wish it could do…..”, knowing that by the time you get the enhancement request to your vendor they probably won’t have that feature completed by close of business when your analysis is due? If you are an outsourcer, you don’t have time to wait for […]