61 Top Tips for Workforce Management Technology
The recent, and some would say continuing, recession has taught us all how to survive—and even thrive—in difficult times. In many cases, this has been through a laser-like focus on managing operational costs while enhancing service – two components that frequently seem to be at odds with one another. Establishing the right goals for the organisation, then making sure the right people are scheduled at the right times, have allowed many organisations to weather the storm.
Winners of the 2009 Product of the Year Award Announced by Customer Interaction Solutions Magazine
Technology Marketing Corporation (TMC®) announced today the winners of 2009 Product of the Year Awards, presented by Customer Interaction Solutions magazine, the leading publication covering call centers, CRM and teleservices since 1982. The editors of Customer Interaction Solutions selected companies to receive the esteemed Product of the Year Awards based on their vision, leadership and diligence.
How Global Is Your Senior Team?
Having a global senior team may lead a company into profitable markets it otherwise might have avoided. GMT Corp., a workforce optimization software firm, would have remained purely focused on U.S. business prospects had it not assembled a senior team of executives hailing from different nations.
South Carolina Bank and Trust Realizes New Call Center Efficiencies with GMT Planet
But in 2006, South Carolina Bank and Trust upgraded to VoIP and a new call center platform, thus opening the door for it to start reaping the many advantages of modern-day WFM system. After evaluating several call center workforce management solutions the bank ended up selecting GMT Corp.’s GMT Planet, which is available as both a hosted and on-premises solution.
Workforce management in outbound call centres
Workforce management is difficult enough in an inbound call centre, but when you go outbound, it can become a lot more complex. Simon Angove gives a few pointers.
Sticking to the Schedule
With the new workforce mangement solution in place, hiring, scheduling and management of teller personnel is more standardized across the entire bank, notes Thompson, who points out that BB&T has reduced teller over-time compensation by 50 percent and expects to save 15 percent in labor costs over the next two years thanks to GMT Planet.
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