Policies And Advanced Directives: New Tools To Solve An Old Problem

Have you ever looked at your workforce management tool and said, "I wish it could do…..", knowing that by the time you get the enhancement request to your vendor they probably won't have that feature completed by close of business when your analysis is due? If you are an outsourcer, you don't have time to wait for an enhancement request for the majority of what you do because you need it now, not later. What you need is a solution to handle unique scenarios and situations with creative means to formulate strategies.

The answer is found in a workforce management feature called Policies and Advanced Directives. This is a dynamic solution for making minor or major adjustments to any part of the workforce process.

The Advanced Directive commands allow you to include custom scripts or policies when generating a forecast or schedule that ensures your company's unique, customized needs are included.

Policies use Advanced Directive commands in addition to the forecast algorithm and schedule rules so your company's forecast and scheduling requirements are included in the adjusted forecast and schedule. This enables you to define and configure Policies that can be easily included when generating forecasts, schedules, rosters and exception requests. You can also use Policies with staff information.

Robert Webb is Vice President of Sales for Pipkins. Webb has spent the past twenty years in various aspects of the telecommunications and data processing industries. He was a pioneer in satellite communications sales before being introduced to the world of call centers and the workforce management industry. He became Vice President of Sales for Pipkins in October 1996. A native of Topeka, Kansas, Webb earned his Bachelor's degree in business administration from the University of Kansas. He can be reached at 800/469-6106 ext. 751 or bwebb@pipkins.com.