Lesson Learned week three: The best employee for the job Many companies have discovered time clock task trackers years ago, but for others it may be time to adopt this method of determining productivity for non-demand work or non-call work. A task tracker allows employee to select from a list of tasks and clock […]
Part 1: When To Get WFM Solutions: Understanding Automation
“At what point does investing in a WFM system begin to have an impact on my contact center costs and efficiency?” This is a pervasive question asked by many small and mid-size companies first exploring advanced staffing solutions. Yes, many contact centers with sizable staff pools still use fixed or manual scheduling tactics. So why, […]
Choosing the Best: Call Center Solutions You Need Right Now
Looking for one solution to take care of your contact center needs? Pipkins now offers call center solutions beginning with an omnichannel queue management platform. Our omnichannel platform starts with an ACD offering skill-based call routing; our IVR makes interactions with customers/clients more efficient, and quality assurance to allow your company oversight in how well […]
Merlang: Erlang C’s Sexy Younger Brother
If the road to hell is paved by good intentions, then the queue must be infinitely long! Can you think of any realistic scenario in which a queue is infinitely long? Because I can’t. In your contact center, do people ever just hang up? Of course they do!
Absence Management and Putting Up that ‘Gone Fishing’ Sign
Gone fishin’ by shady, wady pool I’m wishin’ I could be that kind of fool I’d say “no more work for mine” On my door I’d hang a sign, “gone fishin’” Nick Kenny and Charles Kenny One of my favorite duets is Louis Armstrong and Bing Crosby singing about heading to their favorite fishing hole […]
Enterprise Connect
Bright Pattern Simplifies Omnichannel Workforce Management with Pipkins Integration
Bright Pattern, leading provider of omnichannel cloud contact software integrates with Pipkins to enable the complete contact center solution, including WFM San Bruno, CA / St. Louis, MO Bright Pattern, omnichannel contact center vendor partners with Pipkins, leading supplier of workforce management (WFM) software and services to the contact center industry, providing sophisticated scheduling and […]
Pipkins, Inc. Plans for New Jobs in Missouri
CHESTERFIELD, MISSOURI — Yesterday, Gov. Eric Greitens announced four business expansions across the state including Pipkins, Inc., a provider of workforce management solutions for the contact center industry, which is planning to create 10 new jobs in Chesterfield. “We are working hard every single day to get more jobs with higher pay for Missourians—and businesses and […]
Disaster Recovery Procedures Enacted by Winter Storm Stella as Reported by Pipkins
Winter Storm Stella hit the Atlantic coast from Maryland to New England, leaving between three and five feet of snow in some areas over a three-day span. Weather-related emergencies paralyzed major metropolitan areas, including New York City and Boston, knocking out electricity to more than half a million homes and shutting down airline travel for […]
Pipkins’ Workforce Management – Where is the ROI?
Almost all Pipkins’ workforce management (WFM) customers achieve ROI well within year 1. Where these savings come from differs depending upon the structure and nature of the organization. Typically, however, they fall into the following categories… Contact Center Staff Related Savings Service level improvements and efficiencies Better use of planning and Admin. staff For sales […]
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