New Web-Based Workforce Management Vacation Planning Module Added to Pipkins’ WFM Software Suite ST. LOUIS, MO (Feb 1, 2002) – Pipkins is pleased to announce the release and immediate availability […]
Keeping CX on Track: Monitoring Call Center Agent Adherence Levels
Why do you need call center agent adherence monitoring? Call center schedules are notoriously fragile. Agents may arrive late, log in to the wrong work queue, take breaks or lunch […]
NAVY FEDERAL CREDIT UNION INSTALLS PIPKINS’ MAXIMA ADVANTAGE
Navy Federal Credit Union Installs Pipkins’ Maxima Advantage To Automate Agent Scheduling for 10 Call Centers ST. LOUIS, MO (June 18, 2001) – Virginia-based Navy Federal Credit Union, the world’s […]
PIPKINS FORMS STRATEGIC ALLIANCE WITH INTECOM
Intecom to Market Pipkins Inc. Workforce Management Solutions And Provide Integration and Support Through Its Professional Services Division ST. LOUIS, MISSOURI (January 29, 2001) – St. Louis-based Pipkins, Inc., a […]
Workforce Management Software: A Mission-Critical Call Center Component
As call centers become more technically complex and agents become more specialized, staffing becomes an increasingly critical issue. Having too few agents available drives away customers (a dangerous practice with […]
Mustang.com™ and Pipkins Join Forces In eService Workforce Management
Mustang Message Center™ Updated To Share Data With Pipkins Maxima Advantage® Workforce Management System Bakersfield, California: Mustang.com, Inc. (Nasdaq: MSTG), the provider of Trusted eService Solutions™, and Pipkins Inc., a […]
Intraday Call Center Scheduling: Adjusting for All Daily Staffing Surprises
Why is an intraday call center scheduling tool a must have? It’s 8:10 am, and already the day’s schedule needs to be fed to the shredder. Several agents have called […]
Skill-Based WFM Scheduling for Call Centers: What You Need to Know
Today’s call center environments are becoming increasingly complex by handling multi-lingual calls, and supporting diverse clients, products, or services. Efficient labor management dictates that agents in such environments should be cross-trained in […]
PIPKINS Enhances Industry-Leading Workforce Management System With New Wireless Capability
Maxima Advantage® Users Can Now Roam Corporate Call Centers, Making Schedule Changes On-The-Fly Via Any Wireless Browser-Enabled Device ST. LOUIS, MO – January 27, 2000: – Software developer Pipkins, Inc. […]
Skill-Based Routing and Workforce Management Scheduling
In this paper, we will examine skill-based routing and the challenges it poses for the producing optimal workforce management scheduling. 1. Skill-Based Routing – Introduction If your ACD has Skill […]