Gillian Felix, Golfsmith’s senior vice president of human resources and the contact center, says GMT software enables the company to staff to 15-minute intervals. “This allows us to stagger start times, break times and lunches to ensure that we have the optimal amount of staff to cover call projections reducing agent downtime.”
Read the articleDeploying a workforce optimization solution also helps Golfsmith deliver better service through multiple channels. "By using GMT Planet, we're able to forecast multiple channel campaigns such as catalog drops, email campaigns, and new product launches," says Kody Sweet, director of customer experience for Golfsmith, adding that GMT Planet has helped Golfsmith reduce abandoned calls by 35 percent and increase agent productivity.
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Still using spreadsheets to schedule your call center agents? Looking for new ways to make you call center more efficient and reduce operating costs? Maybe it’s time to make the switch to a Web-based call center workforce management solution. Thanks to the advent of software-as-a-service, which enables organizations to “lease” software over the Internet on a “pay-as-you-go” basis, a company can quickly, easily and affordably deploy a call center workforce management solution and run it alongside its existing “manual” system, thus allowing managers to make direct comparisons between the two.
Read the articleGMT's workforce optimization solutions help manage staffing in the branch, back office and contact center based on internally generated operational data. The solution is able to provide very fine segmentations of service (e.g., staffing requirements in 15 minute increments).
Read the articleSince its founding in 1952, NBK has shown consistent profitability, strong financial position and extensive international presence throughout the Gulf region and elsewhere in the world. As a result of its strong position, NBK has earned the highest ratings from a number of global credit ratings firms, including Standard & Poor's, Moody's and Fitch Ratings.
Read the articleGMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today announced that The National Bank of Kuwait (NBK) has selected GMT Planet to satisfy its requirements for branch workforce optimization.
Read the article"NBK has built a solid reputation of service excellence with its customers, as evidenced by the myriad awards it has earned," commented Simon Angove, chief executive officer of GMT. "GMT is delighted to partner with NBK on this important initiative, and we are confident that our product, GMT Planet, and our professional services team will help NBK continue its reputation as the Gulf's leading bank."
Read the articleGMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today announced that The National Bank of Kuwait (NBK) has selected GMT Planet to satisfy its requirements for branch workforce optimization. Having more than $43bn in consolidated assets, the bank will deploy GMT Planet across its network of Kuwaiti branches.
Read the article"The road to workforce optimization is littered with the bones of failed projects either product capabilities fall short of customers' expectations or those customers are unable, for whatever reason, to get the desired business value out of their investment," explains Angove. "This is sometimes attributable to product features but, more often than not, it has to do with ensuring that the customer can most effectively use the product in their operational environment."
Read the articleGMT was able to help Golfsmith address the challenge of matching supply of agents, on an inter- and intra-day basis, with the ever-changing stream of calls generated by the company’s variable pipeline of catalog drops and other promotional/marketing offers.
Read the articleWe can help you determine the ROI on automating your workforce management solution
