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What’s Impacting Your Bottom Line? Five WFM Factors that Determine Profit or Loss

The difference between profit and loss can be a delicate balancing act. One area that can have a significant impact on a company’s bottom line is the contact center, often the first point of contact for customers. When the contact center runs smoothly, there is less chance for wasted expense and more chance for increased […]

Pipkins Updating Its Look with a New Logo

St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management (WFM) software and services to the contact center industry, is revising its logo and corporate colors, according to Dr. James Pipkins, President and CEO of Pipkins. “We are updating our corporate identity with a new logo and revised corporate colors,” said James Pipkins. […]

Voting Laws and Contact Center Management

Juggling laws, regulations, union contracts, time zones, overtime pay, and phone coverage for call centers adds to the complications of anyone in contact center management trying to develop a workload forecast and staff schedule. The complications multiply in a multi-channel contact center that also includes chat, email, text and social media channels. Let’s examine how […]

Enterprise WFM: Forecasting May Be at Its Core but Its Scope Is Much Broader

In the contact center industry, like all personnel-intensive industries, enterprise workforce management (enterprise WFM) has become an ever increasing strategic focus for senior executives and entrepreneurs alike. Gains achieved through the efficient and effective management of your frontline staff (your contact center agents) can have a huge impact on your business, contributing to improved results […]

Pipkins Is Migrating Its Ticketing System to Autotask®

St. Louis, Missouri – Pipkins, Inc., a leading supplier of workforce management software/services to the contact center industry, has begun migrating its ticketing system over to Autotask®, according to Dr. James Pipkins, President and CEO of Pipkins. “This change in our ticketing system will help us improve response time and make the process of submitting […]

11 Key Features in a Fully Integrated WFM Suite (Pt. 2)

Note: Part 1 of this 2-Part Series covered Features #1 through #5 of the “11 Key Features in a Fully Integrated WFM Suite”. The topics covered included: Hosted, Premise-Based and Mobile WFM Performance Management Forecasting and Scheduling Intraday Management Real-Time Adherence Click here to go to Part 1 if you haven’t already read it to learn […]

11 Key Features in a Fully Integrated Workforce Management Suite (Pt 1)

A fully integrated workforce management suite gives your agents, their immediate supervisors, and your entire management team the complete set of tools they need to perform their jobs to the best of their abilities. Workforce Management (WFM) is the set of processes (manual, automated or a combination of both) that an organization uses to maximize […]

What Is Appearance Worth When It Comes to WFM Solutions?

There are numerous examples of products that are attractive on the outside but inadequate on the inside, including workforce management software or WFM Solutions. Functionality can be compromised for the sake of appearance and the consumer is left with a product that does not deliver on its promises. Technology is no exception. When consumers opt […]

Look Beyond the Hype for the Best Workforce Management Suites

Let’s face it – marketing and advertising drive sales in most industries. Experts assert that on average, companies allocate approximately 7% of revenues for marketing initiatives. Competition is tough and many companies rely on marketing and advertising to deliver their message rather than positive results from their products. Not all Workforce Management suites are reliable. […]