Pipkins has delivered innovative contact centre workforce management solutions since 1983 – highly accurate, effective and easy to use hosted and premise-based systems, along with the highest quality support.
These solutions maximise contact centre resource utilisation, achieve service targets without overstaffing and reduce administration, consistently giving Pipkins’ customers a year 1 ROI.
By analysing patterns in historical data, the system forecasts future volumes of work the contact centre can expect to see to a very detailed level – down to each 15 minute interval. It then calculates staff numbers needed for each interval to hit target service levels and produces optimised work schedules and rosters for all contact centre personnel.
Pipkins’ systems schedule all types of work, including telephony (inbound and outbound), back-office, chat and social media, in both blended or discrete queues, also finding the best times for team and 1-2-1 meetings, breaks and lunches.
Being able to take into account any number of multimedia work streams, multi-skilling, fixed and flexible schedule rules, the system handles a very complex task quickly and efficiently to improve planning and contact centre performance.
Web based self-service modules for agents and team leaders, real-time monitoring and automatic messaging complete the package.
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