1-800-FLOWERS.COM Adopts Pipkins' Vantage Point To Schedule Agents And Provide Self-Service Web Scheduling
Pipkins, Inc., today announced that 1-800-FLOWERS.COM is using Pipkins Vantage Point workforce management software to schedule all customer service representatives, currently numbering 1,200 to 3,000 depending on the season. The company initially rolled out Vantage Point in 2005, is now in full implementation, and continues to expand use of the system as it adds new sites.
One of the major benefits of Vantage Point for 1-800-FLOWERS has been the Web Agent Access module, a do-it-yourself agent schedule viewing and modification system. The module enables agents to view their work schedules, request modifications or vacations, sign up for overtime, exchange schedules with other agents, and report absences over the corporate network or the Internet through a standard Web browser. The strategy frees supervisors of the need to print and distribute agent work schedules, eliminates hours of scheduling-related phone calls every week, and increases agent satisfaction by giving them control over routine schedule-related tasks.
"The Web Agent Access module of Vantage Point has significantly impacted agent satisfaction and retention while enabling us to maintain customer service levels," said Rosemary Eady, Vice President Planning and Call Management, of 1-800-FLOWERS.COM. "Agents can manage their own schedules and determine workloads without paperwork or supervisor involvement."
Vantage Point forecasts workload and schedules staff in single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes call volume forecasts for special events such as mail drops. Optional modules are available for Web-based agent access, Web-based time and attendance, IVR scheduling support, real-time adherence monitoring, and on-screen agent notification of intra-day schedule adjustments and schedule non-adherence.
Vantage Point integrates with leading ACDs, VoIP phone systems, and e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package.
About Pipkins, Inc.
Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today's multi-faceted call center environment. Vantage Point is also available to smaller call centers through WorkforceScheduling.com, Pipkins' Web-based subscription service. Pipkins' systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. For more information, visit www.pipkins.com.
About 1-800-FLOWERS.COM®
For more than 25 years, 1-800-FLOWERS.COM® Inc. – "Your Florist of Choice" – has been providing customers across the nation with the freshest flowers and finest selection of plants, gift baskets, gourmet foods and confections, and plush stuffed animals perfect for every occasion. 1-800-FLOWERS.COM® offers the best of both worlds: exquisite, florist-designed arrangements individually created by some of the nation's top floral artists and hand-delivered the same day, and spectacular flowers shipped Fresh From Our Growerssm. Customers can shop 1-800-FLOWERS.COM 24 hours a day, 7 days a week via the phone or Internet (1-800-356-9377 or http://www.1800flowers.com) or by visiting a Company-operated or franchised store. Gift advisors are available 24/7, and fast and reliable delivery is offered same day, any day. As always, 100 percent satisfaction and freshness is guaranteed. The 1-800-FLOWERS.COM collection of brands also includes home decor and garden merchandise from Plow & Hearth® (1-800-627-1712 or http://www.plowandhearth.com); premium popcorn and specialty treats from The Popcorn Factory® (1-800-541-2676 or http://www.thepopcornfactory.com); gourmet foods from GreatFood.com® (http://www.greatfood.com); children's gifts from HearthSong® (http://www.hearthsong.com) and Magic Cabin® (http://www.magiccabin.com) and wine gifts from the WineTasting Network® (www.ambrosiawine.com and www.winetasting.com). 1-800-FLOWERS.COM, Inc. stock is traded on the NASDAQ market under ticker symbol FLWS.