eBay Signs On with Blue Pumpkin to Enhance Customer Service
Wednesday, February 12, 2003
eBay Signs On with Blue Pumpkin to Enhance Customer Service
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Blue Pumpkin announced eBay as a new customer, implementing the
award-winning Blue Pumpkin Workforce Optimization Suite to augment employee
performance, customer service and site operations of the world’s online
marketplace.
Maximizing eBay’s customer service program, the Blue
Pumpkin Workforce Optimization Suite is the industry’s first integrated system
to dramatically improve employee performance and productivity across the full
range of workforce processes, enabling people to complete their best work.
"We evaluated all of the major vendors, and Blue Pumpkin clearly
distinguished themselves with an integrated solution that we needed to optimize
our very complex workforce," said Robert Peterson, eBay’s senior manager of
global workforce management. "It was also apparent early on that the Blue
Pumpkin team was more committed and passionate about a long-term business
relationship. With the Blue Pumpkin Suite, we can further align our processes
and resources with our customers’ expectations."
With more than 1,000
agents, eBay’s customer service operation has responsibilities and challenges
beyond that of most other contact centers.
As one of the most popular
Internet shopping sites, its people serve a community of nearly 62 million
registered users worldwide.
The Blue Pumpkin Suite will allow eBay to
better match customer service agents with workload, thereby facilitating
consistent service levels.
Further, employees are now empowered to
increase their own productivity by monitoring and managing their own activities.
With Blue Pumpkin, eBay was also able to ensure the right people are
answering the wide range of inquiries.
The Blue Pumpkin Suite unified
different supervisory areas that had implemented ad hoc processes with a single
workforce optimization system to facilitate enterprise-wide visibility and
planning.
"Large, active enterprises such as eBay typify the type of
company that will be among the vanguard of companies looking beyond traditional
workforce management in the future," said Paul Stockford, chief analyst at
Saddletree Research. "Once they have the right people working at the
right times, the next logical step will be to optimize those resources. Blue
Pumpkin's Optimization Suite is well positioned and ideally suited to take
workforce management to the next level of workforce optimization, shaping people
into a strategic asset."
Recently named "Product of the Year" by
Customer Interaction Solutions, the Blue Pumpkin Suite optimizes and aligns the
full range of workforce-related processes, including strategic planning,
training, time tracking, performance evaluation, budgeting, scheduling,
forecasting and more - ensuring that people are performing at their highest
levels and helping the customer at the right place and right time.
Blue
Pumpkin customers have enjoyed a return on investment of 300-600% and greater.
