Many software projects fail in the long run, due largely to evolving business requirements that outpace the organization’s ability to implement the appropriate operational changes. GMT’s SurePerform program is designed to provide a roadmap by which you can continue to meet, and exceed, your workforce optimization goals. It starts with a detailed review of your business objectives and your use of GMT Planet to achieve those objectives. Experienced GMT business consultants work with you to create an actionable plan for recommending organizational, operational and product changes.
SurePerform will empower you to get more from your GMT workforce optimization investment.
The typical SureServices engagement runs two weeks in which time experienced GMT consultants conduct interviews with key personnel inside and outside your contact center, gain understanding of your operational and strategic goals, asses the technical characteristics of your GMT Planet implementation and create specific recommendations for improvement. These recommendations are provided to you in checklist format which detail specific actions.
Typical recommendations include:
Forecasting: Assess and verify best sources of forecast data; ensure data integrity; establish Condition and Campaign parameters; evaluate benefits of intra-day reforecasting based on anticipated workload.
Scheduling and Adherence: Assure appropriate schedule intervals are used in creating schedules; intensive examination of scheduling rules to ensure they are optimized for business requirements; evaluate benefits of Partial Week Scheduling.
Costing and Budgeting: Review labor costing and overhead parameters; evaluate labor, forecast and schedule costing models; optimize cost models.
Shrinkage Management: Assess shrinkage parameters and effects on forecasts and schedules; identify areas of improvement.
Employee Empowerment: Evaluate usage of the employee web portal for schedule access, leave requests, shift swaps; ensure employees have access credentials
Reporting and Performance Management: Review operational requirements and identify appropriate realtime and historical reports.
With GMT SurePerform, you will:
Read more about our SureServices suite of offerings, call us at +1 770.416.6000 or email us to get started today!
“There had been cases where other vendors’ support teams all but vanished once a product was purchased. GMT has been with me every step of the way.”
