The At-Home Agent Model is rapidly changing call center operations. Approximately 30% of U.S. companies currently utilize at-home call center agents and that number is predicted to increase to 80% by 2013. […]
At-Home Call Center Agents: A Model for the Future Contact Center
WFM Technology & the Pipkins Advantage – 5 Features That Set Us Apart
The current economy is driving financial decisions and it is more important than ever for companies to ensure they receive the most benefit for dollars allocated to technology implementation or upgrades. Although […]
Building the Case for Best-of-Breed Workforce Management Providers
Many arguments have been made regarding the decision to purchase software from best-of-breed versus end-to-end vendors, including workforce management providers. There are valid points on each side of the discussion. Many best-of-breed […]
9 Tips for Evaluating Workforce Management Systems
Any call center manager knows that the profitability of their company can be greatly impacted by under- and over-staffing in the call center. If your forecasting or scheduling system is […]
Maximizing the Benefits of SaaS Workforce Management Software
Software as a Service (SaaS), also known as hosted, enables software to be delivered over the internet and has been available for over ten years. It has gained wide acceptance in the […]
One Step At A Time: How World Class Contact Centers Are Achieving Their Workforce Optimization Goals
Most contact centers today are researching — or have already implemented — a workforce optimization (WFO) solution. Satisfied with their call delivery infrastructures (PBXs, ACDs, etc.), contact centers of all […]
Workforce Management for the Masses – Hosting removes the pain while you keep the gain
Authored by Dick Bucci, Senior Consultant, The PELORUS Group and Sponsored by Pipkins, Inc. Understanding hosting Have you thought about hosting? No, it’s not about throwing a party for your top agents. Hosting is a delivery […]
Accurate Workforce Management Forecasting for Special Events
Accurate workforce management forecasting is the most important component of any workforce management (WFM) software suite, and call centers are inherently susceptible to the inaccuracies of call volume forecasting. Over-staffing […]
Strategies for Optimal Contact Center Agent Adherence
Try these three simple strategies to optimize contact center agent adherence for improved service levels. There are many reasons why agents fall out of adherence and it is an inherent […]
Plagued By Scheduling Woes? Boost the Accuracy of Call Volume Predictions
The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. […]