PIPKINS, Inc. today announced that SkillSense™, the second generation of their multi-skill functionality, is immediately available for Maxima Advantage®, PIPKINS’ premier workforce management system. SkillSense is a culmination of the […]
Skill Based Routing vs. Skill Set Scheduling
1. Skill Based Routing – the ACD viewpoint The manner in which the various ACDs implement Skill Based Routing (SBR) can be varied and is often complex: Usually, the switch has […]
The Evolution of Modern Contact Centers & Cloud-Based WFM Solutions
Darwin would have felt at home in a modern contact center. He would have been able to study its constantly evolving nature and observed his theories in practice. Call centers […]
Multi-Channel Contact Center WFM: Handling Multi-Media Work
This workforce management (WFM) paper will examine multi-channel contact center WFM, its challenges, and the factors that should be considered when forecasting and scheduling for multi-media work. How do I […]
The Interaction of WFM Systems and Your Automatic Call Distributor
Essentially all major workforce management (WFM) systems provide forecasting and agent adherence functionality. To accomplish this they must interface with your automatic call distributor to receive various statistical data items. […]
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