Bright Pattern, an omnichannel contact centre vendor, has partnered with Pipkins to provide highly accurate scheduling and forecasting technology.
The integration also improves agent performance KPIs. Pipkins, a WFM software supplier, says its customers are reporting impacts of 25% less overtime, 10% greater forecasting accuracy, 36% lower average queue time and 24% more calls answered.
“Workforce Management software is crucial for contact centers wanting to maximize the performance levels of representatives while reducing unnecessary overtime expenditures,” said Konstantin Kishinsky, Bright Pattern CEO. “Adding WFM to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience.”