[0] GMT Corp Unveils Easy-To-Use Workforce Management Software For Call Center Industry.Business Editors ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men Chicago 2000 Booth No. 533 CHICAGO--(BUSINESS WIRE)--Aug. 1, 2000 Advanced Forecasting and Scheduling Optimized for Small Call Centers (Up to 50 Agents); Offered Free of Charge to First 500 Applicants GMT (Greenwich Mean Time) See UTC. GMT - Universal Time 1 Corp, a leading supplier of workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. software, today announced GMT Planet - Mercury Edition, the industry's most versatile, easy-to-use workforce management software for small call centers. Featuring a wizard-based user interface that greatly simplifies installation, configuration, and daily use, Mercury includes powerful scheduling and forecasting facilities that make it easy to create optimized staffing schedules for dynamic call volumes. As a special promotion, GMT Corp is offering the new software free of charge to the first 500 qualified call center applicants. "The installation of call center management software has traditionally been a complex, tedious process requiring intensive training," said Roger Avats, president of GMT Corporation. "Mercury's wizard-based set-up process reduces training time to virtually no time at all. We know the importance of 'making it simple' so that managers can get on with their other duties, so we used wizards to make the scheduling process as easy as possible. And of course, as with all our workforce management products, we have kept Mercury feature rich and flexible." Mercury is optimized for small call centers with 50 or fewer agents. To simplify installation and configuration for call center novices, Mercury provides an intuitive, wizard-based GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. that walks users through the installation process a step at a time. Mercury is ideal for dynamic call center environments because it gives managers fine control over call volume forecasting and staffing. Conventional scheduling packages forecast staffing requirements by assuming a flat call handling time that is averaged over a one-week period. Moreover, they do not allow for monthly cycles in call volumes. This approach is inherently inefficient because call handling times vary throughout the day, which results in overstaffing during some periods, and understaffing during others. Mercury optimizes the scheduling process by using an incremental Additional or increased growth, bulk, quantity, number, or value; enlarged. Incremental cost is additional or increased cost of an item or service apart from its actual cost. call handling time that is forecast in half-hour increments. It also calculates the staffing requirements needed to handle each queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). based on the desired service level (x percent of calls answered in y seconds) and maximum agent occupancy (total call handling time must not exceed x percent of required agent man hours). Mercury increases agent quality-of-life by allowing managers to define "preferred", "available", and "available with prior contact" work times, and giving preference to scheduling agents during their preferred times. Mercury also boosts agent morale (while maintaining staffing efficiency) by supporting both fixed and variable scheduling. This enables the call center to give preferred schedules to the most valuable agents while scheduling other agents to fill additional shifts on an as-needed basis. This capability is essential for retaining and recruiting experienced agents in the tight call center labor market labor market A place where labor is exchanged for wages; an LM is defined by geography, education and technical expertise, occupation, licensure or certification requirements, and job experience . Mercury imports historical call volumes and uses that information to predict future call volumes and average handling times by week of month, day of week and time of day. After calculating workload The term workload can refer to a number of different yet related entities. An amount of labor While a precise definition of a workload is elusive, a commonly accepted definition is the hypothetical relationship between a group or individual human operator and task demands. and staffing requirements, Mercury applies agent availability to the call center's staffing requirement to generate employee schedules. To help managers assess the impact of changes in service level, call volumes and average handling times on weekly staffing before they occur, Mercury provides a "What If" wizard Instructional help in an application or system development environment that guides the user through a series of multiple choice questions to accomplish a task. For the most part, wizards are more effective than the help menus found in most applications, which often border on the atrocious. . For example, users can ask, "What happens if call volumes increase by 20 percent?" To achieve optimal agent utilization, Mercury considers information such as break rules, employee availability (i.e., desired shift, sick leave and vacations), employee skills (i.e., sales, service or the ability to speak multiple languages), and employee proficiency pro·fi·cien·cy n. pl. pro·fi·cien·cies The state or quality of being proficient; competence. Noun 1. proficiency - the quality of having great facility and competence at a particular skill. Managers can also mark agents sick, find replacements using a single click and ask the system which agents are available to work a specific shift (for last-minute staffing increases). Mercury produces ready-to-post schedules (day, week or month) and generates detailed efficiency and variance The discrepancy between what a party to a lawsuit alleges will be proved in pleadings and what the party actually proves at trial. In Zoning law, an official permit to use property in a manner that departs from the way in which other property in the same locality reports (showing forecast and schedule accuracy). Mercury schedules can be viewed and edited as schedule bars or tables. Call managers can also zoom To change from a distant view to a more close-up view (zoom in) and vice versa (zoom out). An application may provide fixed or variable levels of zoom. A display adapter may also have built-in zoom capability. in on a particular agent's schedule. Mercury is available for all 32-bit Windows operating systems Operating systems can be categorized by technology, ownership, licensing, working state, usage, and by many other characteristics. In practice, many of these groupings may overlap. . Mercury is available immediately at the base price of $10,000. As a one-time offer, GMT Corp is offering Mercury free of charge to the first 500 qualified call centers. About GMT Corp GMT Corp is a leading supplier of workforce management software for the call center, banking and hospitality industries. The company's flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , GMT Planet - Jupiter Edition, provides the most advanced forecasting and scheduling capabilities of any workforce management product, making it easy for managers to create optimized staffing scenarios for real-world applications. The Jupiter edition also features high-level planning tools that help executive management make cost-saving workforce management decisions. For additional information on Mercury Edition, or any of GMT Corp's products and services, please contact: GMT Corp 2831 Peterson Place, Norcross, GA 30071. 770/416-6000 sales@gmtcorp.com www.gmtcorp.com |
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