Call Center and Contact Center Solutions
Achieve the Optimal Balance of Customer Service, Employee Retention, and Operating Costs
The people in a call center represent the face of the company and have a huge impact on the quality of the customer experience. At the same time the people in a call center represent the single largest operating cost. Today’s successful call centers have invested in tools and methodologies that get the most from their people delivering improved service levels and lower operating costs.
Call centers of all sizes around the world rely on GMT Planet for workforce and performance management solutions. Whether the center has 20 agents in a single site or 2000 agents across multiple sites the same fundamental challenges exist. Each needs to create accurate forecasts, build efficient schedules for agents, automate administrative tasks, and monitor whether service level and productivity goals are being met.
Workforce and Performance Management Solutions
GMT Planet workforce management and performance management software helps puts the right people in the right place at the right time performing the right tasks enabling supervisors to focus on improving the customer experience, retaining employees, and reducing center operating costs.
Regarded as the industry’s most accurate, easy-to-use, and affordable solution, GMT Planet supports all of the essential workforce and performance management processes:
- Long range strategic planning and budgeting
- Accurate forecasting of call volumes
- Determining employee requirements
- Queue- and skills-based scheduling
- Historical and real-time adherence
- Employee self-service and empowerment
- Performance management and analytics
GMT Planet unifies all of these components in a single architecture, on a single server and a single database, accessible through a single user interface. The result is superior ease-of-use and administration and a dramatically lower total cost of ownership.
Delivering On The Promise
GMT call center solutions are supported by a full range of professional services, training services, and support services to ensure a successful technology deployment. GMT is known for a performance based approach to project delivery and has been ranked by analysts as having the highest end user satisfaction and among the lowest total project costs.
Some of the GMT partnerships in the call center industry include Noble Systems, Unisys, Avaya, Nortel, Cisco, Iontas, and Siemens.
