Improving Contact Center Productivity through Optimized Workforce Management "A Real World Case Study"

The goal of our research was to evaluate the impact that the Navy Federal Credit Union (hereinafter, NavyFCU) experienced following their implementation of Maxima Advantage Vantage Point System (hereinafter, the Maxima System). The Maxima System, developed by Pipkins, Inc. (hereinafter, the Sponsor), is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer (hereinafter, member) satisfaction, call handling times, and loan counselor (hereinafter, CSR) performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System.

To Download this whitepaper, CLICK HERE.