Enterprise workforce management and performance optimization solutions provider GMT Corp. is helping contact centers and bank branches improve bottom line performance through precision forecasting and intelligent scheduling.

 

The Norcross, Georgia-based company has released a guide that 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), according to Kevin Hegebarth, vice president of GMT Corporation.

 

Hegebarth, the guide’s author, says the guide is designed to examine the impact of inaccurate forecasts and poor resource schedules on businesses and provides insights as to how these can be improved.

 

“Creating a harmonious balance between supply and demand, therefore optimizing costs, is essential in today’s tightening economy,” said Hegebarth.

 

As TMCnet recently reported, GMT has been helping create this balance for many regional banks.  Last month Mechanics Bank selected GMT’s On-Demand to satisfy its branch workforce optimization requirements.

 

Company officials said that GMT Planet workforce management solution, GMT On-Demand is a full-featured workforce management and performance optimization solution offered as a Software-as-a-Service model.

 

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, according to  Hegebarth. Conversely, when supply outpaces demand, service levels may be high, but money is wasted due to idle agents.

 

“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.”

 

The guide also offers three key points to contact center and bank branch managers to more closely align supply and demand:

GMT Corp. is also a player in enterprise workforce management and performance optimization solutions space for the health field. The company recently announced that Advocate Medical Group, physician group practices in the Chicago area, has reported achieving significant operational improvements through its use of GMT Planet.

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