First Choice uses Verint software to improve sales

Travel operator First Choice is using technology to improve salesteams and has appointed Verint to improve its customer service quality.

Travel operator First Choice is using technology to improve salesteams and has appointed Verint to improve its customer service quality.

Verint has installed its Witness Actionable Solutions' Impact 360 Software in order to help its client improve agent training, monitoring and rewards schemes, aiming to improve First Choice's sales and profits.

The software system works by recognising and rewarding team and individual achievements, according to Verint. The performance management system includes evaluations, scorecards and an eLearning function. It also allows star performers to be held up as an example to their peers, with customer interactions captured on film, then edited into customised, best-practice training clips.

First Choice says agents need constant development and coaching as its company culture shuns scripted sales lectures and lets agents be themselves. Treating people like humans may be risky, but the returns are high, explained Nancy Treaster, general manager of Verint Witness Actionable Solutions.

"First Choice gains as a result of its staff performance and the relationships they build with their customers. We are delighted." said Treaster. 

First Choice >>

Comment on this article:



Enjoy the benefits of CW+ membership, learn more and join.

Read more on Business applications



Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to:




  • Dissecting the Hack

    In this excerpt from chapter three of Dissecting the Hack: The V3RB0TEN Network, authors Jayson E. Street, Kristin Sims and Brian...

  • Digital Identity Management

    In this excerpt of Digital Identity Management, authors Maryline Laurent and Samia Bousefrane discuss principles of biometrics ...

  • Becoming a Global Chief Security Executive Officer

    In this excerpt of Becoming a Global Chief Security Executive Officer: A How to Guide for Next Generation Security Leaders, ...