New Blue Pumpkin Solutions Extend Workforce Optimization Suite
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Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, today announced the availability of two additions to its award-winning Blue Pumpkin Workforce Optimization Suite: Blue Pumpkin Learning Express and Blue Pumpkin Time Record Manager. These new offerings give contact centers a greater ability to integrate and optimize more of their existing processes and "Manage to Excellence".
The two new components enable contact centers to take the next steps in their evolution with action-oriented solutions, translating strategy into greater results. With Blue Pumpkin Learning Express, contact centers can intelligently deploy e-learning – recovering and reusing naturally-occurring idle time to maximize agent productivity. Blue Pumpkin Time Record Manager makes a direct impact on the bottom line by enabling accurate pay for actual work, while streamlining and automating the processes associated with payroll calculations.
"In their drive to boost efficiency and effectiveness, contact centers today are ready to integrate more of their manual processes into their workforce optimization systems," reported Paul Stockford, chief analyst at Saddletree Research. "There are, however, many interdependencies between operational processes that make the integration of these processes a challenging task. By streamlining both data and workflow integration, the expanded Blue Pumpkin Suite addresses this challenge and delivers a cost-effective and efficient solution to a typically complex undertaking."
E-Learning: Accelerate Time to Competency
The need for an integrated e-learning application such as Blue Pumpkin Learning Express is clear. Agent training has long been a challenging initiative for contact centers to schedule and implement. Product and policy changes, promotions, system changes and other events create the need for frequent agent training and communication. However, unpredictable call volume, absenteeism, agent turnover and inconsistent coaching make training and communication difficult to deliver.
Blue Pumpkin Learning Express intelligently capitalizes on periods of naturally-occurring agent downtime to push learning and communication directly to agent desktops. To maximize contact center productivity and efficiency, the solution uses the forecasting and scheduling capability from Blue Pumpkin Director Enterprise to identify, recover and reuse periods of lower contact center activity. Training activity is monitored in real time by Blue Pumpkin Activity Manager, thereby providing a complete report on each agent's adherence to schedule.
With Blue Pumpkin Learning Express, contact centers can also create and deliver tailored content – such as e-learning courses, quizzes, surveys, daily communications or a pre-built library of call center soft skills courses – reaching every agent, every day and confirming that they received and understood it. The result goes beyond the increased productivity and competence with the individual agent, energizing the organizational performance that drives overall quality, customer satisfaction and revenues.
Time Record Management: Pay Off the Switch
Blue Pumpkin Time Record Manager is an agent time and attendance application that links actual work to payroll. Unlike traditional time-tracking systems that rely on timecards and time clocks to track hours worked, the new solution uses actual agent activity data collected by the ACD. Contact centers can now "Pay Off the Switch", leveraging the time and activity monitoring capability from Blue Pumpkin Activity Manager.
Blue Pumpkin Time Record Manager not only eliminates the time-intensive, error-prone processes associated with time cards and time clocks, but it also eliminates "time theft" which occurs when employees clock in but don't start work right away. Moreover, the solution notably changes the role of supervisors into that of true mentors, with more time to focus on coaching and development instead of acting as "time police."
Blue Pumpkin Time Record Manager ties together activity-based time-record collection and pay-rule processing, and accurately exports to payroll systems. The simplified workflow, from scheduling to actual time worked to pay, frees up additional supervisor time away from administrative chores to make more strategic contributions.
A Stronger Suite for a Lifetime Partnership
The two new solutions extend Blue Pumpkin's product capabilities and relevancy throughout the evolution of a contact center, optimizing an ever-increasing number of critical processes. The launch, just a few months after the latest release of the Blue Pumpkin Workforce Optimization Suite, demonstrates the power and flexibility of the new suite platform to rapidly integrate new capabilities in response to customer needs.
"With our new offerings, we continue to prove that you can have a suite made up of best-in-class components," said Doron Aspitz, chairman and chief executive officer of Blue Pumpkin. "The solutions we are unveiling today help fulfill the vision we first set out for a workforce optimization suite as including e-learning and other advanced elements. As a result, Blue Pumpkin strengthens its role as a business partner with a complete system to help a contact center develop and grow throughout its lifetime."
About Blue Pumpkin
Blue Pumpkin provides industry-leading workforce optimization solutions that improve the performance of a customer contact center's most important and valuable asset – its people. Addressing critical business challenges and creating competitive advantage with both innovative technology and best-practices professional services, we help our customers balance and optimize three critical and often competing priorities: business growth through customer loyalty, employee satisfaction and retention, and operating costs. Blue Pumpkin solutions deliver proven value to more than 1,000 organizations worldwide such as ADP, AT&T, DirectTV, JetBlue Airways, Toyota, and Visa. www.bluepumpkin.com.