| Latest CRM News |
| Research Reports |
| Products & Services |
| Business Deals |
| Corporate Orders |
| Corporate Performance |
| HR Watch |
| Submit your Story |
 by Document Type |
| Academic Papers |
| Articles |
| Case Studies |
| Presentations |
| White Papers |
| Research Reports |
| by Industry |
| Finance |
| Retail |
| Telco |
| Government |
| Healthcare |
| Utilities |
| Submit your Document |
| Editorial |
| Highlights |
| Experts Corner |
| Experts Panel |
| Ask the Experts |
| Books |
| Free Membership |
| Corporate Membership |
| CRM Software & Systems |
| Professional Services & Consultants |
| Analyst Groups & Research Services |
| Resources & Associations |
| Exhibitions & Conferences |
| List your Company |
| Home | | News | | Events | | Careers | | Library | | Topics | | Members | | Vendor Directory |
Pipkins Simplifies Multi-Site Agent Adherence Monitoring
Pipkins Inc., today released Vantage Point Real-Time Agent Adherence Global, a graphical adherence monitoring system that reduces the time and expense required to track schedule compliance for multi-site contact centers. RTA Global centralizes the monitoring process by displaying adherence levels for each center on a single color-coded map and allowing point-and-click drilldown to individual sites, enabling systemwide oversight by a single analyst.
This new add-on to Pipkins’ Vantage Point workforce management software can be used to track multiple in-house contact centers as well as monitor the performance of outsourced call centers. It builds on RTA Plus, a graphical adherence control panel that Pipkins introduced for single-site contact centers last year.
RTA Global allows adherence violations at any contact center in the network to be instantly spotted and investigated with a click from a map that portrays each center’s location and its compliance levels graphically instead of through text-heavy reports.
The map represents each center with an icon that changes color to indicate whether the site is in or out of adherence. Icons and sidebars adjacent to the map can be customized with user-defined data such as percentage of agents conforming to schedule to provide a quick overview of adherence levels. All data and color indicators are dynamically updated with real-time information.
These tools reduce overhead for multi-site contact center operations by enabling a single, centrally located analyst to oversee adherence monitoring for all sites. The designated analyst can monitor all contact center facilities from a single screen and alert local centers to compliance problems, eliminating the need for local monitoring as well as freeing local center supervisors to focus on other activities.
"Like our RTA Plus for single-site contact centers, RTA Global for multi-site operations simplifies agent adherence monitoring by eliminating the need to pore over text-based adherence reports. You can track the vital signs of each center in your in-house or outsourced network with a few visual cues, and you only need one control panel to cover all sites," said Jim Hogan, Manager of Customer Care for Pipkins. "This reduces expenses, makes adherence easier to manage, and helps increase the productivity of local centers by relieving them of most monitoring responsibilities."
RTA Global complements RTA Plus for single-site contact centers. In addition to providing graphical monitoring of agent adherence via color-coded avatars arranged in the same seating pattern as the agents themselves, RTA Plus allows supervisors to modify schedules as well as generate reports from the adherence monitoring screen with a click. Supervisors can log changes such as sick days or early releases, view agent schedules, send popup and email messages, and produce reports without switching screens.
