wfm is what we do. · pipkins, the accurate workforce management solution. helping make your people...
TRANSCRIPT
www.pipkins.com | 800.469.6106 | [email protected]
Pipkins, The Accurate Workforce Management Solution.
Helping Make Your People More Effective.
Increased ROI.More Profit .
Technology That Sets Our WFM Tools Apart.
From your contact center to your back
office, our Workforce Management
tools help you keep all your teams
engaged and at peak efficiency.
Higher productivity and lower costs
mean more cash goes straight
to the bottom line by including our
back office metrics.
Pipkins’ solutions are state-of-the-art
featuring a single database, our
advanced proprietary algorithms and unrivaled flexibility and agility.
1 2 3
Forecasting, Scheduling, Real-Time Adherence, Vacation Planning & Much More
WFM ISWHAT WE DO.
Broadcasting/Cable TelevisionBusiness and Professional Services
Business Process OutsourcingDistributionEducation
Financial ServicesGovernmentHealthcare
Information ServicesInsurance
ManufacturingNonprofits
Nutrition/Food & BeveragePetroleum
Public UtilitiesPublishing
RetailStaffing
TelecommunicationsTelemarketing
Transportation/ShippingTravel/Hospitality
Warehousing/Storage
Industries Served
Vantage Point is Pipkins’ premier enterprise workforce management solution, featuring
comprehensive scheduling, forecasting, and planning functionality for complete
enterprise-wide, front office, back office, multi-site, contact center workforce management
and performance management.
With our exclusive, state-of-the-art forecasting and scheduling algorithms, Vantage Point
can help you solve complex operational issues in today’s multi-faceted omni-channel
contact center and back office environments, automate processes and reduce costs.
Vantage PointThe Accurate WFM Solution.
IncreasedProfit M
argins
Higher Customer
Satisfaction
Higher, More Consistent
Levels of Service
HigherTeam
Morale
Lower Stress
Team-w
ide
www.pipkins.com | 800.469.6106 | [email protected]
Vantage PointThe Accurate Workforce Management Solution.
To learn more about our powerful WFM tools, request a demo today!
Forecasting
Using true forecasting techniques, with our proprietary algorithms that include curve mapping and pattern recognition,
the Pipkins forecaster intelligently analyzes your historical data and selects the most appropriate method to provide the most accurate and realistic forecast
possible for all your contact centerand back office operations.
The Big Picture
Vantage Point will help you significantly boost productivity while also lowering
your costs. That means more money goes to your bottom line as profit. But that’s
not all. Improving the efficiency and effectiveness of all your teams also con-tributes to higher customer satisfaction
and higher team morale. Growing profits, higher customer retention and lower staff turnover ... That’s a win-win-win!
Scheduling
Using an integrated approach, without resorting to separate modular function-
ality to support multi-skilled issues, Vantage Point’s scheduling technology
provides the advanced capabilitiesnecessary for multi-media and
skill-based routing environments. With an optimum scheduling solution, you can easily meet your service objectives and
operate more cost effectively.
Notifications
Vantage Point includes a comprehen-sive information dissemination system that allows easy transfer of data to your
agents via immediate, scheduled, recurring, or automated notifications.
Notifications can be delivered via email or screen popup, and can be broadcast
to all agents, or to individual agents.
Real-TimeAdherence
The best way to achieve maximum productivity in a contact center is to have a timely and accurate snapshot of agent
activities so you can quickly make adjust-ments and improvements. Vantage Point offers 3 distinct ways for organizations
to monitor agent adherence and improve performance and productivity as a result.
Performance Mgmt. Reporting
The Pipkins Performance Management Reporting Module for Vantage Point
provides the ultimate flexibility in Work-force Management reporting. You can
report on virtually all contact center data in Vantage Point the way you want using
your own custom spreadsheet templates.
www.pipkins.com | 800.469.6106 | [email protected]
To complete setup and configuration for your company’s workforce management system, contact Pipkins Customer Care once you have installed SwiftPik for iOS on your iPhone or iPad. SwiftPik for iOS integrates with Pipkins Workforce Management Systems.
SWIFTPIK FOR IOS
SwiftPikTM for iOS represents the next stage in the evolution of Mobile Workforce Management — an app-based solution tailored for the mobile environment that puts the power of Pipkins’ WFM tools at your fingertips wherever you go. All you need is your iPhone® or iPad® and internet access to join your Workforce Network™.
SwiftPik for iOS version 1.0is now available in the Apple App Store®.
Introducing Pipkins® new mobile app.We’re taking Mobile WFM to a whole new level.
Agents, back office staff and off-site workers can use our advanced time clock to clock in and clock out, as well as log start and end times of tasks they perform.
Advanced Time ClockIn version 1.0, agents, back office staff and off-site workers can view their own schedules. In the future, workers will also be able to set their own schedules within parameters set by their workforce manager.
Scheduling Power
WHAT IT DOES
Workers can send alerts notifying their supervisor of a schedule disruption such as a late arrival due to being stuck in traffic or being unable to work due to a sick child, etc. At-home agents can also send alerts when they lose internet access and/or VOIP service.
Send AlertsWorkers can use the Pipkins Vacation Planner to submit their vacation requests and then check the status of their requests from anywhere at anytime.
Vacation Planner
* Note: Additional functionality will be added in future releases.
www.pipkins.com | 800.469.6106 | [email protected]
Coming Soon!
SwiftPik for Android
Apple, the Apple logo, and iPhone are trademarks of Apple Inc., registered in the U.S. and othercountries. App Store is a service mark of Apple Inc., registered in the U.S. and other countries.
CALL NOW! 800.469.6106 [email protected]
pipkins.com
THE WORKFORCE
The workforce will never be the same.
NETWORKTM
CALL NOW! 800.469.6106 [email protected]
pipkins.com
We b A c c e s sfo r A g e n t s a n dS u p e r v i s o r sEmpower Agents — Cut Admin. Overhead
Maxima Advantage®
Pipkins, Inc., 1 McBride and Son Center Drive, Suite 140, Chesterfield, MO 63005 • [email protected] • www.pipkins.com
PipkinsPipkins
W o r k f o r c e M a n a g e m e n t S o l u t i o n s
The Pipkins web access module for agents – WAVE™ (Web Agent Viewing & Empowerment) allows agents to view and modify their schedules over your corporate network, or the Internet, with a standard web browser. Secure individual agent access is provided by the use of a unique login ID and PIN number for each agent. The following features are available for agents:
WAVE was developed to reduce the amount of administrative overhead, and empower the agent to perform many of the routine schedule related tasks, eliminating costly paperbound schedule distribution methods. Access to agent's schedules has never been easier, creating a paperless environment. There is no longer a need to print and distribute schedules for hundreds of agents!
The monthly schedule report lets agents preview schedules for an entire month. Daily and weekly reports are also available.
MONTHLY SCHEDULE REPORT
Agent WebAccess
Agent WebAccess
Viewing of individual agent schedules in daily, weekly, and monthly formatsAgent schedule modification and trade requests Messaging system for notification of schedule change status, or user messages Electronic bulletin board system for posting trade requests, give aways, or user messages Comprehensive vacation and time off planning
Supervisor access to make schedule changes for their agentsAbility to approve, reject or post agent requestsManagement of user privileges and administrative tasksComplete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.
In addition to the agent features, the following functions are available for supervisors:
YEARLY VACATION VIEW
The yearly vacation planning view allows agents to plan or review their entire year’s vacation at a glance. Detail views are also available.
© 2005 Pipkins, Inc. All rights reserved. All other trademarks are property of their respective owners. Features and specifications subject to change without notice.
Client Machine Requirements:• Microsoft Internet Explorer 5.5 or greater• Super VGA Display• Minimum Resolution 1024 x 768
The vacation planning module interfaces with your payroll system to insure the most accurate time off information is used and eliminates the need to re-enter your agent’s vacation accrual information.
14 !! Edit07:00-10:00 ABC Sales10:00-10:15 Break10:15-11:30 ABC Sales11:30-12:30 Lunch12:30-17:00 Orders
February 2002
S M T W T F S291623
181522
71421
28
61320
27
51219
26
41118
25
31017
24
Rev. 9/2009
Maxima Advantage®
Pipkins, Inc., 1 McBride and Son Center Drive, Suite 140, Chesterfield, MO 63005 • [email protected] • www.pipkins.com
PipkinsPipkins
W o r k f o r c e M a n a g e m e n t S o l u t i o n s
The Pipkins web access module for agents – WAVE™ (Web Agent Viewing & Empowerment) allows agents to view and modify their schedules over your corporate network, or the Internet, with a standard web browser. Secure individual agent access is provided by the use of a unique login ID and PIN number for each agent. The following features are available for agents:
WAVE was developed to reduce the amount of administrative overhead, and empower the agent to perform many of the routine schedule related tasks, eliminating costly paperbound schedule distribution methods. Access to agent's schedules has never been easier, creating a paperless environment. There is no longer a need to print and distribute schedules for hundreds of agents!
The monthly schedule report lets agents preview schedules for an entire month. Daily and weekly reports are also available.
MONTHLY SCHEDULE REPORT
Agent WebAccess
Agent WebAccess
Viewing of individual agent schedules in daily, weekly, and monthly formatsAgent schedule modification and trade requests Messaging system for notification of schedule change status, or user messages Electronic bulletin board system for posting trade requests, give aways, or user messages Comprehensive vacation and time off planning
Supervisor access to make schedule changes for their agentsAbility to approve, reject or post agent requestsManagement of user privileges and administrative tasksComplete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.
In addition to the agent features, the following functions are available for supervisors:
YEARLY VACATION VIEW
The yearly vacation planning view allows agents to plan or review their entire year’s vacation at a glance. Detail views are also available.
© 2005 Pipkins, Inc. All rights reserved. All other trademarks are property of their respective owners. Features and specifications subject to change without notice.
Client Machine Requirements:• Microsoft Internet Explorer 5.5 or greater• Super VGA Display• Minimum Resolution 1024 x 768
The vacation planning module interfaces with your payroll system to insure the most accurate time off information is used and eliminates the need to re-enter your agent’s vacation accrual information.
14 !! Edit07:00-10:00 ABC Sales10:00-10:15 Break10:15-11:30 ABC Sales11:30-12:30 Lunch12:30-17:00 Orders
February 2002
S M T W T F S291623
181522
71421
28
61320
27
51219
26
41118
25
31017
24
Rev. 9/2009
YEARLY VACATION VIEW
MONTHLY SCHEDULE REPORT
The yearly vacation planning view in WebAccess allows your agents to plan or review their entire year’s vacation at a glance. Detail views are also available.
WHAT IT DOESPipkins’ WebAccess allows agents to view and modify theirschedules over your corporate network or the internet, witha standard web browser. Secure individual agent access isprovided by the use of a unique login ID and PIN number foreach agent. The following features are available for agents:
Viewing of individual agent schedules in daily, weekly, and monthly formats.
Agent schedule modification and trade requests, including self-scheduling, shift-bidding and OT Planner.
Messaging system for notification of schedule change status, or user messages.
Electronic bulletin board system for posting trade requests, giveaways, or user messages. Comprehensive vacation and time off planning using Vacation Planner.
Additional Functionality for Supervisors
Reduce administration overhead, and empower your agents to perform many routine schedule-related tasks. Access to agent schedules has never been easier or more cost effective.
Plus, our Vacation Planner interfaces with your payroll system, so there’s no need to re-enter agent vacation accural information.
Supervisor access to make schedule changes for their agents.
Ability to approve, reject or post agent requests.
Management of user privileges and administrative tasks.
Complete supervisory vacation planning functions for establishing and managing vacation limits, wait lists, black-out days, non-operational days, etc.
DASHBOARDREAL-TIME, TICKER-STYLE DATA FOR CONTACT CENTER AGENTS AND SUPERVISORS
Multiple Data Views
Connect External Systems
Quick Drill-Down Reports
Drill down into any data set with a single click. Export to various formats and print drill-down reports directly from your Dashboard.
Can be connected with your external systems, like Quality Assurance solutions, to integrate other relevant information into the data views you use.
Leverage five standard data views that can be customized to suit your operational needs. You can also add and create new views.
FLEXIBLE & VERSATILE
800.469.6106 [email protected] a Demo!
The Agent Statistics View (shown below) compares agent activity to group average activity.
The customer journey is one of the most critical things on any executive’s mind today.Help your frontline representatives take control and shape the customer journey all along the way.
Empower your teams and their supervisors with the tools and info they need for performance to soar.
The Pipkins Dashboard offers: • Valuable, ticker-style KPI data.
• A compact format that can be monitored at a glance and takes up minimal screen real estate.
• Real-time knowledge of individual, team and overall contact center performance.
pipkins.com
14515 North Outer 40 RoadSuite 130Chesterfield, MO 63017
With Pipkins’ Back Office Workforce Management Solutions, you can control costs and improve the efficiency and productivity of your back office operations as effectively as you do for your contact centers. Leverage our WFM expertise!
back office wfmAdvanced Time Clock
Improved accuracy of staffing forecasts based on AHT of tasks
Actionable KPIs that can assist withimproved resource management
Real-Time Adherence monitoring
Performance Dashboards for workers and supervisors
special featuresgreater control – higher margins
need more info? call now!800.469.6106
Better task trackingYour entire workforce can log start and end times of the tasks they perform, as they perform them, in real time on their work station, smart phone or tablet.
Like it?
IMPROVED FORECASTINGWith better task tracking comes more accurate Average Handle Time data which in turn will improve your overall WFM forecasting accuracy.
Want it?
Understanding the productivity of your workers will also aid in optimizing your total resource usage, and in planning when scaling operations up/down.
Need it?
powerful time management toolspowerful time management tools
14515 North Outer 40 RoadSuite 130Chesterfield, MO 63017
need more info? call now!800.469.6106
Forget about the standard time clock apps you’ve used. Retire those old-fashioned physical time clocks at the entrances to
your facilities, if you have them. Pipkins’ cloud-based INTELLITRACK does much more, and can be used by your entire workforce, including at-home and offsite workers.
InTELLITRACK™
staffing & scheduling
resource planning
performance management
Resource optimization
Capabilities Statement
DIFFERENTIATORS
• 13 Industry-first Workforce Management applications.• Our tools increase productivity and lower costs.• Generate highly accurate workload forecasts and schedules.• Real-Time Adherence monitoring.• A single, dedicated database that is not shared.• No syncing issues typical of multi-provider WFM solutions.• Intraday forecasting is built in, not a 3rd-party add-on.• Fully scalable.
• DUNS: 188918973
• Small Business Certification
• NAICS (all): 541511, 541512, 541519
• CAGE Code: 44CZ4
• Accept Credit and Purchase Cards
14515 North Outer 40 Road, Suite 130
Chesterfield, MO 63017-5746
Phone: 800.469.6106
Fax: 314.222.2459
Email: [email protected]
Web Site: www.pipkins.com
COMPANY DATA
INDUSTRIES SERVED
CORE COMPETENCIESPipkins, Inc. is a leading supplier of Enterprise
Workforce Management (WFM) Solutions for the
Contact Center Industry. Founded in 1983 with a
specific focus on WFM, we are a privately-held,
American-owned company headquartered in the
Greater St. Louis area in Chesterfield, Missouri.
• Forecasting, scheduling, real-time adherence and vacation planning.
• Performance management.
• Hosted, premise-based and mobile WFM.
• Solutions to effectively manage at-home agents, back office and offsite staff.
• Broadcasting/Cable TV• Business & Professional Svcs.• Business Process Outsourcing• Distribution/Warehousing• Education• Financial Services• Government• Healthcare• Information Services• Insurance• Manufacturing
• Nonprofits• Nutrition/Food & Beverage• Petroleum• Public Utilities• Publishing• Retail• Staffing• Telecommunications• Telemarketing• Transportation/Shipping• Travel/Hospitality