Managing agents throughout the day is a critical component of ensuring operational efficiency in your contact center. You need a tool to track Real-Time Adherence. After all, as you invest human resources, as well as technology, it's important that you are getting the most out of these investments.
Call Center Software
If your agents are not adhering to the optimal schedules delivered by the workforce management (WFM) system, this will contribute to lost time and higher costs, which hurt your bottom line. Real-Time Adherence is a key ingredient in managing your workforce and delivering industry standard KPIs, while improving your overall productivity.
Organizations today have an increasing need to scale their operational visibility, including Real-Time Adherence. As the business needs shift, the technology will have to be able to accommodate very flexible environments such as: Front Office, Back Office, Global, and Virtual. The ability to be flexible for every environment is a critical need to meet workforce management objectives.
With Pipkins Real-Time Adherence, contact center and back office management have the ability to effectively manage the agents by: Proactively monitoring agents’ adherence on a real-time basis, Eliminating the need to "baby sit", Distributing industry standard adherence KPIs real time to agents as well as management dashboards, Providing mobile adherence views when on the move.
ABOUT PIPKINS, INC.
Headquartered in St. Louis, Missouri, Pipkins has become the leading supplier of workforce management software and services to the contact center industry, providing sophisticated forecasting and scheduling technology for both the front and back office. For over thirty years, Pipkins has consistently created and delivered superior workforce management products for contact centers of all sizes.