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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
CIOReview Selects Pipkins for 20 Most Promising Contact Center Solution Providers 2015
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 […]
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