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  1. The Power Of Flexibility: Strategies To Reduce Abandoned Calls 4/12/2012
    Have you ever called customer service for a utility company or tried to place an order with a retailer only to suffer through their incredible wait times? How long are your customers willing to be placed on hold before abandoning the call? Abandoned calls are a universal problem for call centers that can significantly impact a company’s bottom line. Companies that do not have a powerful scheduling tool that can accommodate creative scheduling are at risk for higher numbers of abandoned calls. By Bob Webb, VP Sales, Pipkins, Inc.
  2. Service In 2012: The Continued Search For Revenue 2/16/2012
    For the previous 24 months, service revenue has topped the agenda of Chief Service Officers (CSOs) polled by Aberdeen. The 2010 State of Service Management research survey, and polls conducted at the 2010 CSO Summit, both found that service revenue was the top goal for CSOs to attain in 2011.
  3. Two Roads To Mobile Workforce Management: Choosing Between On-Premises And Cloud Delivery 2/1/2012
    Companies with mobile workforces face two important technology trends. One is the use of mobile workforce management solutions that can add critical support to business strategies. The other is the growth of cloud-based solutions as an alternative to traditional on-premises deployment. Combining the two through cloud-based mobile workforce management can make sense, depending on the specific circumstances and goals of a company. By taking into account the technical market drivers and strategic considerations, a company can decide whether a cloud or traditional onpremises solution is the best fit.
  4. Accurate Forecasting: The Heart Of Call Center Success 12/28/2011
    Accurate scheduling is dependent upon the forecast correctly estimating anticipated call volume and determining the number of agents required to meet service levels. How does this affect profitability? In a real life scenario, if call volume is underestimated to the extent that 100 callers out of 1,000 hang up before they speak to an agent in a sales environment where the average order is just $50, $5,000 in lost revenues will occur per day, $150,000 per month, or a staggering $1.8 million per year.
  5. A Sales Paradox: Why Your Sales Force Needs Fewer Leads 10/5/2011
    Yes, we’re seeing signs of economic recovery, but we’re not there yet. And other market trends are making it even tougher for sales teams to hit revenue goals. By Dan McDade, CEO, PointClear & Author of “The Truth About Leads” as seen in MarketingProfs August 26, 2011
  6. Speaking To Buyers' Pain Points 10/5/2011
    Effective B2B lead generation, lead qualification and lead nurturing programs are built on a rock-solid messaging platform also known as your offer. By Dan McDade, CEO, PointClear & Author of “The Truth About Leads” as seen in MarketingProfs September 19, 2011
  7. White Paper: Back Office Scheduling — A Critical Component For Improving Organizational Efficiency 5/9/2011
    When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back office at any given time can be a challenge, especially if you have little to no visibility into what you needed yesterday, last week, or last season to use as a basis for forecasting. By Bob Webb, Pipkins, Inc.
  8. Back Office Scheduling — A Critical Component For Improving Organizational Efficiency 5/9/2011
    When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back office at any given time can be a challenge, especially if you have little to no visibility into what you needed yesterday, last week, or last season to use as a basis for forecasting. By Bob Webb, Pipkins, Inc.
  9. Nine Strategies To Tie Your Social Media Efforts To Sales And Customer Service 1/26/2011
    Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities offer easy access, no cost to participate, and literally millions of people and companies joining every month, driving traffic estimates to the stratosphere. By Louis Columbus, Cincom Systems
  10. Guest Column: Nine Strategies To Tie Your Social Media Efforts To Sales And Customer Service 1/26/2011
    Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities offer easy access, no cost to participate, and literally millions of people and companies joining every month, driving traffic estimates to the stratosphere. By Louis Columbus, Cincom Systems