Pinnicall is an independent consultancy specializing in Customer Experience Development, Operational Optimization and Sourcing Strategy. We provide solutions and services to modern business.
Recent Insights
Pinnicall’s call center insight and resources center provides white papers, research, and essential tools for call center management and training.
Outsourcing your Contact Center
Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to…
WORK AT HOME (WAH) TRAINING: Guidance for Contact Centers
In a contact center, call monitoring is a critical practice for assessing output and for identifying agent performance opportunities…
Workforce Scheduling
Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.
Performance Management Curriculum
Pinnicall’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers…