TMCnet - World's Largest Communications and Technology Community



GMT Releases Best Practices for Driving Adoption of Workforce Optimization in Bank Branches <


TMCnews Featured Article

May 08, 2009

GMT Releases Best Practices for Driving Adoption of Workforce Optimization in Bank Branches

By Tim Gray, TMCnet Web Editor

Ensuring the proper adoption of workforce management tools and practices within any business can be daunting, and for IT professionals operating in banks across the United States the challenges can be even more complicated.
Now, GMT Corp., a global industry player in enterprise workforce management and performance optimization solutions, has released a white paper describing five best practices for banks designed to ease the decision making burden many branch mangers face.

The white paper titled “Making Workforce Optimization Effective: Top Five Best Practices for Driving Behavior Change in Branches” is the latest addition to GMT’s Executive White Paper (News - Alert) Series that details strategies to maximize the adoption of workforce optimization strategies throughout the bank’s branches in order to achieve all the potential benefits from a workforce optimization program, according to Dave Marcus, senior vice president of GMT Corporation.
“In today’s economy, a sound workforce optimization strategy is essential for banks to improve bottom-line performance while maintaining or improving sales and service,” said Marcus, who also authored the paper. “But software tools are simply not enough. Workforce optimization is effective only when it is enthusiastically used throughout the branch network.
The guide is based on Marcus’s and GMT’s extensive experience over many years in implementing workforce optimization programs with banks of varying sizes and different goals.
“This front-line adoption requires a disciplined and rigorous program that includes benefits measurement, performance management, coaching and incentives,” said Marcus.
As TMCnet recently reported, the Norcross, Georgia-based company has released another guide in this series 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.
“Creating a harmonious balance between supply and demand, therefore optimizing costs, is essential in today’s tightening economy,” said Hegebarth.
The latest addition to the program is tailored to create an effective workforce optimization program that requires change management and communications, performance measurement and incentive management in order to succeed, said Marcus.
GMT provides five key points to effectively implement workforce optimization in the bank’s branch network:
  • Create a comprehensive change management program
  • Integrate key branch technologies to provide a holistic view of branch activities
  • Monitor queuing time and customer service
  • Provide incentives to top performers and improvers
  • Create a balanced scorecard aligning business activity to the bank’s strategy
Sign up to download a free copy of the guide, “Making Workforce Optimization Effective: Top Five Best Practices for Driving Behavior Change in Branches”.

Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim’s articles, please visit his columnist page.

Edited by Tim Gray

Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].


© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy