FREMONT, CA –October 14, 2015 – CIOReview (www.cioreview.com) has chosen Pipkins (pipkins.com) for its 20 Most Promising Contact Center Solution Providers 2015. The positioning is based on evaluation of Pipkins real-time performance […]
Contact Center Workforce Management: Steps to Solve Staffing Issues
Contact Center Workforce Management is a game changer when it comes to maximizing profits and limiting spending. In Jim Collins seminal book “Good to Great”, he used the analogy of […]
Vantage Point™ – A Guide to Call Arrival Distribution
Call Arrival Distribution – An Analysis This document considers the nature of call arrival distribution and how this might affect a workload forecast and, consequently, staffing requirements for a contact […]
You Need Call Center Workforce Management Now!
Companies are being impacted by new legislation that influences hiring and scheduling decisions. Any company with the equivalent of 50 or more full-time employees will be affected by new mandates. […]
Six Ways to Get the Most from Your Workforce Management Toolkit
Companies purchase software to find solutions for specific problems. However, once the purchase is completed and the problem solved, many companies never take full advantage of their solution, or fail […]
Has Your Workforce Management Vendor End-of-Lifed Your Solution?
Have you been put in the position of having to undergo an expensive forklift upgrade because your workforce management vendor has end-of-lifed your solution? When this happens, you are left […]
Agent Scheduling Taken to a New Level with Self-Scheduling WFM Tools
Technology, including advancements in agent scheduling, has enabled contact centers to integrate remote agents into their labor pool. The use of at-home agents continues to rise as more companies experience […]
Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Modern Workforce Management Tools
Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications […]
WFM Software Has Moved to the Cloud: Beware of Vendors Bearing Gifts!
Just as the Trojans were taken by surprise by the Greeks hiding inside the wooden horse, many companies have accepted free gifts from vendors, only to later find that the […]
Contact Center WFM: Solving the Pain Points of Forecasting
Anyone who has worked in contact center WFM and been responsible for ensuring that the right number of agents are in their seats at the right time can tell you […]
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