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 data, customizable reporting and dashboards to derive actionable results that can be used to improve performance and productivity while lowering costs and increasing profitability for […]
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 filling a bus to emphasize the importance of having the right people, in the right place, at the right time. Collins researched the pathway companies […]
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 center. Normal Call Arrival Distribution Most call centers will exhibit their own ‘normal’ distribution curve over a 24-hour period. There will be quiet and busy […]
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. Many companies are making scheduling adjustments now in preparation for the 2014 implementation in order to avoid stiff penalties imposed for non-compliance. A call center […]
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 to utilize all the features available with their purchase. This can result in loss of potential cost savings, and an inability to completely recapture return […]
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 with two decisions; you either pay the price for a substantial upgrade or look for an alternate workforce management vendor. If you choose the upgrade […]
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 the benefits of decreased costs associated with part-time employees and reduction in brick and mortar facilities, improved customer service, and flexible scheduling options. Experts have […]
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 become accepted reasons without further analysis. Technology is designed to make our jobs less tedious; however, many contact centers struggle with implementation or full deployment […]
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 gift was more of an albatross. It is imperative for buyers to do their due diligence in order to avoid finding themselves locked into a […]
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 that producing an accurate schedule can be complex. An accurate forecast is crucial for accurate scheduling as well as reaching and maintaining desired service levels. […]
- « Previous Page
- Next Page »