WFM Guidelines for Contact Center and Bank Branch Managers | GMT

GMT Releases Workforce Management Guidelines for Contact Center and Bank Branch Managers

Guide Identifies How to Improve Bottom Line Performance through Precision Forecasting

April 21, 2009 -- Norcross, GA

GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today released a new white paper describing how to improve bottom line performance in contact centers and bank branches through precision forecasting and intelligent scheduling. The guide assesses the oscillations in average contact center operations and how oscillations can be minimized to create a profitable balance between supply (agents) and demand (inbound/outbound calls).

Written by Kevin Hegebarth, vice president of GMT Corporation, the guide examines the impact of inaccurate forecasts and poor resource schedules on businesses and provides insights as to how these can be improved. When demand outpaces supply, callers wait longer for calls to be answered, which can result in lost customers and lost revenues, in addition to poor agent morale. Conversely, when supply outpaces demand, service levels may be high, but money is wasted due to idle agents.

“Creating a harmonious balance between supply and demand, therefore optimizing costs, is essential in today’s tightening economy,” said Hegebarth. “For example, in most high-performing contact centers, management watches two key metrics: targeted service levels and operating budget, commonly up to 90 percent in labor costs. Both metrics can be achieved through precise forecasting and intelligent scheduling.”

Within the guide, GMT Corp. offers three key points to contact center and bank branch managers to more closely align supply and demand:

• Use recurring and non-recurring events to create a precision forecast
• Be prepared for frequent changes in staffing plans
• Consider over-staffing and under-staffing impacts independently

To request a free copy of the guide, “Improving Bottom Line Performance through Precision Forecasting and Scheduling,” visit our resources page.