Featured Articles

  1. J.D. Edwards CRM Data Model Inheritance 8/7/2003
    The advantages of implementing customer relationship management (CRM) applications are well understood. A single-source, 360-degree view of all intellectual capital speeds information retrieval, ensures data consistency, preserves organizational memory, and allows an organization to turn information into action and action into profits.
  2. IPG Salvages Failed CRM Implementation 8/6/2003
    Financial planning firm utilizes its revived system to improve performance and efficiency across all departments.
  3. Improving Contact Center Productivity through Optimized Workforce Management "A Real World Case Study" 6/23/2003
    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.Submitted by Pipkins.
  4. QualityLogic Success Story 5/30/2003
    QualityLogic develops and markets computer protocol test software. It is the largest independent test organization in the world, and is the only quality management firm with an in-house product development operation. The company's expertise includes software, hardware and systems development know-how that gives customers a major advantage in solving engineering problems. Submitted by Soffront.
  5. Ticketmaster Case Study 5/13/2003
    Ticketmaster serves more than 7,000 clients worldwide and acts as the exclusive ticketing service for hundreds of leading arenas, stadiums, performing arts venues, and theaters. Submitted by eTalk.
  6. How to Be a Great Call Center Representative 5/8/2003
    With over 3 million call center agents in the U.S. alone, this workforce is growing at unprecedented levels, driving the need for increased competence and specific skill levels beyond those provided by standard customer service training.
  7. The Seven Deadly Sins of CRM - Whitepaper 5/7/2003
    There’s a reason CRM is the fastest-growing category of enterprise applications, with worldwide revenues projected to grow more than 50% annually to reach $67 billion in 2004 (META Group). Submitted by UpShot Corporation.
  8. MBS Books Has Reduced Labor Costs and Increased Agent Productivity by Adopting Pipkins' Vantage Point for Call Center Scheduling 4/24/2003
    MBS Textbook Exchange, Inc. and MBS Direct, LLC (“MBS Books”), a wholesale and retail provider of educational materials and the largest textbook reseller in the U.S., has increased scheduling accuracy and reduced labor costs in its 150-seat call center by automating the agent scheduling process with Pipkins’ Vantage Point software. Submitted by Pipkins.
  9. Hosted Solutions Overview: Core Components, Applications, And Delivery 4/18/2003
    Echopass offers a hosted contact center infrastructure to mid-sized enterprises and remote centers of large enterprises on a subscription service basis. Our services provide organizations access to advanced contact center features at a substantially lower total cost of ownership than buying, deploying and managing the solution themselves. Submitted by Echopass
  10. For Frederick's of Hollywood, Scheduling Bliss Lies Online at WorkforceScheduling.com 3/6/2003
    With Pipkins’ WorkforceScheduling.com online subscription service agents can view and manage their schedules online without bothering supervisors, and no in-house workforce management system to install or maintain. Submitted by Pipkins.