Since its inception, Pipkins has developed numerous solutions to empower contact center operations and every aspect of workforce administration experience. Pipkin’s Spreadsheet Performance Management (SPM) solution consolidates real-time performance data into customizable reporting and dashboards to derive actionable results. The solution also helps deliver real-time KPI’s, and automates reporting processes. “Our Spreadsheet Performance Management streamlines manual reporting processes, saving hours of time to effectively deliver multiple reports for organizations,” says Pipkins.
Additionally, Pipkins Real Time Adherence helps organizations achieve optimal workforce management ensuring maximum productivity. With the solution, contact centers have the ability to adeptly manage agents by proactively monitoring them in real-time. In addition, it facilitates real-time adherence through web and smartphone access, distributes KPI's in real-time to agents as well as management dashboards. “We have implemented automation throughout our real time adherence system to improve workforce efficiency and prevent the need for direct user interaction,” explains Pipkins.
With its distinct expertise in the contact center landscape, Pipkins streamlines all aspects of workforce management to help clients achieve unmatched results. One of the important ideologies of the company is to constantly innovate, refine, and improve their products to help businesses rapidly employ lean principles for workforce optimization. “We leverage current technological advancements into an integrated system, while providing unrivaled customer service,” affirms Pipkins.
Our Spreadsheet Performance Management streamlines manual reporting processes, saving hours of time to effectively deliver multiple reports for organizations
Pipkins is focused on improving work-from-home and traditional market environments by monitoring various aspects of their workforce apart from traditional scheduling and forecasting processes. Presently, the team at Pipkins is working on integrating media services and speech analytics into their current offerings. These automated systems will provide the appropriate tools required to improve communication between agents and managers. “Our plan is to provide a full suite of media solutions to contact centers from audio and video monitoring, video training, speech analytics, and screen sharing to provide suppleness in workforce infrastructure.