Have you invested in workforce management (WFM) software and implemented cost savings strategies, only to find there is a leak in your plan? Regardless if you are doing everything else right, […]
Workforce Management Software as an Agent Retention Tool
Eight Strategies For Handling Intraday WFM Vacation Optimization
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]