Call centers operate with a great deal of metrics and Key Performance Indicators (KPI), measuring virtually every action taking place. Coming as a result, operations are optimized through actionable insight. As a company that provides tools for improving and simplifying multichannel customer service for customers, agents and contact center managers, Bright Pattern is going to be integrating Pipkins (News - Alert)' workforce management software in its cloud contact center solutions to increase the productivity of agents and managers.
According to President and CEO of Pipkins, Dr. James Pipkins, it is critically important to have forecasting and scheduling tools that are highly accurate. Dr. Pipkins goes on to say, "If your forecasting tool is sub-par, there will be consequences … from overstaffing or understaffing your contact centers … unnecessary labor expense, lost sales, reduced productivity, difficulties with customer retention, higher employee turnover, etc."
The Pipkins workforce management algorithm gives contact center operators advanced features and capabilities to deliver the most accurate schedule optimization, with customization features that can quickly and easily allow managers to make changes. The company has reported the solution it provides improves agent performance across the board including 25 percent less overtime hours, 10 percent greater forecasting accuracy, 36 percent lower average queue time and an increase of 24 percent in total calls answered.
"Workforce Management software is crucial for contact centers wanting to maximize the performance levels of representatives while reducing unnecessary overtime expenditures. Adding WFM to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience," said Konstantin Kishinsky, CEO of Bright Pattern.
The Pipkins Vantage Point (News - Alert) enterprise workforce management (EWM) solution is one of the product lines the company provides to address the needs of organization with a large presence. The Pipkins proprietary algorithms use regression analysis to uniquely look at every contact channel, which are more than the traditional voice only centers. With chat, email, conferencing, SMS and text now part of today's modern contact center, old analytic models are no longer applicable. Vantage Point has comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide, front office, back office, multi-site, and contact center workforce and performance management.
For Bright Pattern’s Cloud Contact Center solutions, which are used globally by companies in over 26 countries and 12 languages, these improvement will translate into the introduction of new levels of productivity, and most of all improved customer service.