Call center workforce management software provider GMT Corp. will be exhibiting its solutions during the 2010 CUNA Governmental Affairs Conference, to be held Feb. 21-25, 2010, in Washington, D.C.

 

The company will showcase its flagship enterprise workforce management solution, GMT Planet, which is used to manage and forecast employee work schedules in call centers, bank and credit union branch offices, and retail chains all over the world. The company will also be highlighting GMT SureServices, a suite of end-to-end client lifecycle professional services designed to ensure client success throughout the entire implementation lifecycle.

Companies are finding that they can significantly increase employee efficiency and hold down labor costs through the deployment of workforce management solutions. Not only do these solutions ensure that employees are showing up for their shifts on time, aren’t taking excessively long breaks, or leaving early, they also ensure the employees are “on the job,” doing what they are supposed to be doing, when they are “on the clock.” For example, they are also used for tracking adherence to scheduled “intra-day” activities, such as training sessions. Thus they are the ideal solutions for improving schedule adherence and reducing shrinkage.

But today’s WFM systems are used for much more than just scheduling employees: GMT Planet sports advanced analytics capabilities which, when integrated with key customer databases and other systems, help managers forecast, with a high degree of accuracy, what the volume will be for any given shift, on any given day of the year. This is critical in helping companies plan staffing – for example, in the call center, where labor is the single biggest operating expense, it is important to balance the number of agents with the number of calls coming in. Schedule too many agents for any given shift and you’ll have agents sitting around idly, waiting for calls to come in. Under-schedule and call hold times will increase, eroding customer satisfaction levels.

The same applies to bank tellers, retail store clerks and restaurant employees – you have to have enough of them on hand to handle basic operations and maintain c-sat, but not so many that you’re operating inefficiently. In this regard today’s WFM systems serve as strategic planning tools – for the short- medium- and long-term.

For example, Elevations Credit Union, a GMT client, was recently featured in a Credit Union Times article describing how its contact center operations significantly benefited from reduced labor costs, increased service levels and improved member loyalty as a result of GMT Planet.

“In these challenging times, the need to provide a superior member experience while controlling operating costs is more important than ever before,” said Simon Angove, chief executive officer of GMT, in a release. “GMT has a long heritage of helping credit unions and other financial institutions worldwide improve member satisfaction, increase sales conversion rates and revenues, and reduce labor costs throughout their branch networks and contact centers. This Conference provides the perfect venue for key executives of leading credit unions to learn how workforce optimization can be a key competitive differentiator and help them achieve the member service and bottom line results they desire.”