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Leading UK Tour Operator, First Choice, Enhances Customer Service with Verint Witness Actionable Solutions' Impact 360 Software; Solution Helps First Choice Optimise Performance of Customer Service Operations by Recognising and Rewarding Team and Individual Achievements.

Publication: M2 Presswire
Publication Date: 31-JUL-07 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
M2 PRESSWIRE-31 July 2007-Verint Systems: Leading UK Tour Operator, First Choice, Enhances Customer Service with Verint Witness Actionable Solutions' Impact 360 Software; Solution Helps First Choice Optimise Performance of Customer Service Operations by Recognising and Rewarding Team and Individual Achievements(C)1994-2007 M2 COMMUNICATIONS LTD

RDATE:30072007

LONDON, -- Verint Systems Inc., a leading provider of analytic software-based solutions for workforce-enterprise optimisation and security, today announcedthat First Choice - one of the UK's leading travel tour operators - is enhancing the quality of customer service operations with its Witness Actionable Solutions Impact 360 Quality Monitoring solution.

First Choice uses the Impact 360 Quality Monitoring software in its UK Specialist Divisions inbound sales contact centre, enabling the company to enhance customer service quality through better agent training, monitoring and rewards schemes. Focusing on these key areas supports First Choices major initiative to drive new sales and grow profits. First Choice also benefits from Impact 360s built in and fully integrated performance management and eLearning functionality including evaluations, scorecards and contact editing, which allows the company to turn captured customer interactions into custom, best-practice training clips. A dedicated sales coaching team provides training for First Choice agents by focusing on call guidelines, rather than on scripted procedures allowing for increased agent development and supporting staff enablement.

With Impact 360, organisations like First Choice are achieving impactful gains tied to their...

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