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Harris Bank Improves Customer Service with GMT Corp.'s Workforce Management Software <

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May 11, 2010

Harris Bank Improves Customer Service with GMT Corp.'s Workforce Management Software

By Patrick Barnard, Group Managing Editor, TMCnet


Harris Bank is the latest organization to streamline its operations and improve customer service using GMT Corp.'s workforce management software.

While GMT's workforce management software is ideal for managing customer service representatives in bank branches and remote offices, it is also perfect for managing agents in call centers of all types and sizes.

Harris Bank is using the software to more accurately schedule branch workers based on demand. Through integration with other data systems, the software can extract and analyze selected historical customer data to arrive at accurate forecasts based on volume - whether it's walk-in customer traffic at a particular bank branch or call volume in the call center. Through these forecasts, bank and call center managers can more accurately schedule labor resources. They can also conduct long term strategic planning -- helping them to, for example, determine how many reps need to be hired over the next six months based on growth projections. Similarly the software can help organizations hire reps based on skill gaps - this way they only hire the reps with the skills they need.


Harris bank will use GMT's flagship workforce management software, GMT Planet, at all branch locations throughout Illinois, Indiana and Wisconsin.

'Our vision is to be the bank that defines exceptional customer experience,' explained Titi Cole, senior vice president, head of retail product strategy and operations at Harris, in a release. 'To make that vision a reality for our customers each and every day, we needed a way to more accurately align our branch staffing with expected customer traffic. This will ensure our service representatives are available when our customers need them, allowing us to provide a more meaningful and convenient banking experience.'

Harris joins a growing list of leading banks and credit unions using GMT's workforce management software, including BB&T, Bank of the West, Zions Bancorporation (News - Alert), American Eagle Federal Credit Union, Three Rivers Federal Credit Union and Mechanics Bank.

GMT Corp. made news on TMCnet last month when it announced that LiquidSpoke, a provider of contact center solutions and systems integration services, as well as a reseller of ShoreTel (News - Alert) unified communications solutions, will now be offering GMT Corp.'s call center workforce management solution to its enterprise customers.


Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard







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