will be demonstrating its flagship workforce management solution, GMT Planet, at the upcoming Credit Union Call Center Conference to be held Oct. 18-21.
GMT claims its workforce management software -- which is available as either an on-premises or hosted
solution -- is “the industry's most accurate, easy-to-use and affordable workforce management solution.”
The company reports that the software is in use at a number of leading credit unions and banks throughout the United States, United Kingdom, South Africa and New Zealand, where it is used to schedule contact center agents, tellers, sales staff and branch management personnel.
The solution is ideally suited to credit unions and banks because it can be used to schedule both call center agents and on-site representatives. The software also offers a high level of flexibility, allowing it to meet the specific requirements of each client.
"Credit unions have a long and rich heritage of providing superior member service,” said Simon Angove, CEO of GMT, in a release. “GMT has a proven track record of helping leading credit unions and other financial institutions worldwide increase conversion rates, increase revenues, reduce labor costs and improve member satisfaction throughout their contact centers and branch networks."
GMT made news last month when it announced
that its GMT Planet hosted WFM offering was being used by East Hartford, Conn.-based American Eagle Federal Credit Union to improve its operations.
GMT Planet sports advanced analytics capabilities that help companies predict, with a high degree of accuracy, how many calls will be coming into a call center for any given shift for any given day of the year. Similarly, the workforce management solution can be used to forecast the number of customers visiting bank branches or other offices in person, so that the proper number of representatives is scheduled for any given shift.
This helps companies save money, as new labor efficiencies are realized. For example, in the call center, if a manager schedules too many agents for a particular shift, there will be agents sitting around idly, doing nothing, waiting for calls to come in -- an inefficient use of labor resources. On the other hand, if a manager schedules too few agents, call hold times will increase, service levels will erode, and customer satisfaction will plummet. The same theory can be applied to just about any type of customer service.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard