The refrain is common: We need to adhere to our targeted service levels…but at the same time, we also need to keep staffing costs down. Whether in a contact centre or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labour costs. This is especially true in today’s economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability.
Workforce management (WFM) software has long been used to match demand in the form of calls, e-mails, web chats and other agent work with supply in the form of the agents themselves. Regardless of the sophistication of the WFM tool or processes, the foundation of optimising staffing levels lies in the precision of the forecasting engine, and the intelligence of the scheduler.
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Companies all over the world count on GMT Planet to optimise their contact center and back office workforces. GMT Planet offers a full range of capabilities at significantly lower costs and an accelerated investment payback period. Our superior forecasting and scheduling software helped World Travel Holdings (WTH) achieve a 13% reduction in cost per transaction, and a 15% improvement in a key revenue per hour metric. Read our WTH case study to find out how we helped them achieve such significant results.
We also recently signed a deal with Mechanics Bank, for our new hosted workforce optimisation solution, GMT On-Demand.
GMT On-Demand offers all the award-winning ease and functionality of our traditional product, with no maintenance or information technology requirements. Ideally suited for contact centers of all sizes, GMT On-Demand is offered as a Software as a Service (SaaS) model and priced on a month-to-month subscription basis. Read all about why Mechanics Bank chose GMT to help support their branch effectiveness initiatives.
To find out more about how GMT can help you, visit our solutions pages for contact centres and branch offices.
To schedule a personalised, no-obligations demo with us, contact us now. We look forward to hearing from you!
