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.
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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.
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