GMT Activity Monitor Process Analysis
The power to measure business process effectiveness and compliance
You’ve spent time, effort and money implementing business processes and the technology to support them. You’ve also spent countless hours hiring and training your workforce to ensure they are knowledgeable about your processes and the applications they will use when interacting with your customers. Do you know how well your processes are aligned with customer goals and how effectively your workforce can use the tools you’ve invested in?
With GMT Activity Monitor, you now have more insight than ever.
Whether your workforce is comprised of front-line contact center agents or bank tellers interacting directly with your customer, or back office personnel processing mortgage application, prescription renewals, or insurance claims, GMT Activity Monitor provides an unparalleled view into their activity. Each step of the process can be captured so you can uncover inefficiencies and opportunities for improvement. In addition, you can easily tell which applications are used every step of the way – and for how long.
- Identify, analyze and manage the steps taken to complete a business process.
- Maximize the efficiency and quality of business procedures.
- Ensure IT systems fully support key business processes.
- Maximize employee training on critical processes.
- Identify Key Performance Indicators (KPIs) that are inputs to or extracted from software applications (without integration to back end databases).
In addition, GMT Activity Monitor can be used to ensure compliance with regulatory or other requirements. Every transaction type can be modeled in advance and any deviation from the proscribed process can be reported on.
- Prove compliance – full audit trail of business processes.
- Reduce risk – real time notification, action when out of compliance condition exists.
- Maximize productivity – helps design, implement and manage efficient processes.
- Increase quality – work processes tuned to business objectives deliver higher quality output.
Unprecedented visibility into schedule adherence
Even the best engineered business processes can be rendered inefficient if the workforce is not able to adhere to its defined schedule. In most contact centers, solving this dilemma is fairly straightforward – an integration with your phone switch provides much of the data that is required to determine agent adherence to schedule. What about in the back office or bank branch where there is no phone switch to provide such data? When integrated with GMT’s award-winning GMT Planet™ workforce management solution, GMT Activity Monitor can provide granular, task-level detail to help monitor adherence to schedule. This helps to assure your workforce’s productivity goals are met while providing a means to continually monitor and improve business processes.
Real-time feedback on your business processes
GMT Activity Trigger, an optional companion module, can capture data entered at the user’s desktop – without any complicated programming – and generate an alert or report based on the data entered or the selection made. This allows you to manage out-of-tolerance conditions, a refund exceeding a certain value, for example, as well as having further visibility into effective business processes and compliance
Delivering on the Promise
GMT Activity Monitor is supported by a full range of professional services, training services, and support services to ensure a successful technology deployment. GMT is known for a performance based approach to project delivery and has been ranked by analysts as having the highest end user satisfaction and among the lowest total project costs.
Click here for more information regarding GMT Activity Monitor and GMT Activity Trigger.
