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 […]
Bright Pattern Simplifies Omnichannel Workforce Management with Pipkins Integration
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 […]
Does the Thought of Holiday Scheduling Raise Your Stress Level? Better WFM Tools Might Ease That Stress.
Holiday staffing can be challenging at best in the contact center industry, especially if you are using inadequate WFM tools. Inaccurate forecasts can result in overstaffing or understaffing, driving up costs, negatively impacting team morale, lowering productivity, and in the case of sales operations, such as ecommerce/catalog retailers, restricting potential sales revenue. That’s the last […]
What to Look for When Choosing a WFM Forecasting Tool for Your Contact Center(s)
In today’s highly competitive business climate, it is vital that you get maximum benefit from the technology you invest in – especially when it comes to tools like your workforce management (WFM) system and its WFM forecasting tool. After all, you are investing in a toolkit that you will rely on to help control costs […]
Four Things You Can Do to Improve Agent Retention in Your Contact Centers
The investment you make in recruiting and training contact center agents is significant, but what about your agent retention efforts? When your agents routinely leave for 25 or 30 cents an hour more at another contact center down the street or across town, that investment is wasted … money down the drain. Maintaining customer service […]
The Power of “Policies” in Your Workforce Management Software
When you are working in your workforce management software or WFM tool, have you ever said to yourself: “If only it could do (blank)” or “Why can’t it do (blank)?” or “I need it to do (blank)”? You sit there stuck, knowing full well that there isn’t time to submit an enhancement request to your WFM […]
Back Office Scheduling: A Critical Element in Your Overall Operational Efficiency
Back office scheduling can be challenging. Every organization is different, especially when it comes to staffing requirements and performance goals for your specific operational needs. Making sure you have the right number of employees with the right skill sets scheduled to perform your back office functions at any given time can be daunting. The task […]
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