Workforce System Boosts Golfsmith’s Contact Center Efficiency
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.”
Mastering Multichannel Customer Service
Deploying 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.
SaaS-based Call Centre Workforce Management Solutions Challenge Spreadsheets for Dominance
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.
GMT - Maintaining Customer Service through Workforce Optimization
GMT'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).
GMT chosen by The National Bank of Kuwait for branch workforce optimization
Since 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.
GMT chosen by The National Bank of Kuwait for branch workforce optimization
GMT 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.
We can help you determine the ROI on automating your workforce management solution
