Bright Pattern, omnichannel contact center vendor partners with Pipkins, leading supplier of workforce management software and services to the contact center industry, providing sophisticated scheduling and forecasting technology. The solution brings a multitude of benefits to contact center managers and agents alike.
The Pipkins workforce management algorithm provides advanced features and capabilities giving the most accurate schedule optimization to contact centers. Their software allows contact center managers to make minor or major customizations to the workforce process quickly and easily.
The integration also improves agent performance and customer support KPIs. Pipkins’ customers report an impact of 25% fewer overtime hours, 10% greater forecasting accuracy, 36% lower average queue time and an increase of 24% total calls answered.
“Our Workforce Network™ provides unprecedented accuracy, and forecasting and scheduling accuracy are the cornerstones of any modern Workforce Management suite,” said Dr. James Pipkins, President, and CEO of Pipkins, Inc. “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.”
“Workforce Management software is crucial for contact centers wanting to maximize the performance levels of representatives while reducing unnecessary overtime expenditures,” said Konstantin Kishinsky, CEO of Bright Pattern. “Adding WFM to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience.”
A privately-held, American-owned company, Pipkins was founded in 1983 and is based in St. Louis, Missouri. The firm is a leading provider of Workforce Management solutions for the contact center industry. Today, Pipkins’ systems forecast, plan and schedule more than 300,000 agents in over 500 locations across all industries worldwide. For more information, visit www.pipkins.com.