Navy Fed Picks Staffing Software

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Navy Federal Credit Union has installed Pipkins' Maxima Advantage workforce management software to provide forecasting and staff scheduling technology for the 500 agents in its 10 call centers, which handle an estimated 600,000 calls monthly.

According to the St. Louis-based Pipkins, Inc., the software will enable Navy Federal to accurately and efficiently calculate future staffing demands based on anticipated skills-based routed call volumes; implement skills-based routing into the forecasting and scheduling system; and generate staff schedules reflecting seasonal changes, day-to-day variations in peak load, and special promotions that will increase incoming calls. Maxima Advantage replaces a manual system that was in place at Navy Federal. For info: www.pipkins.com.

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