First Choice enhances customer service with Verint's software

First Choice has witnessed enhancement in the quality of customer service operations with Verint Systems’ Witness Actionable Solutions Impact 360 Quality Monitoring solution. (7/31/2007)Verint is a provider of analytic software-based solutions for workforce-enterprise optimisation and security. First Choice uses the Impact 360 Quality Monitoring software in its UK Specialist Division’s inbound sales contact center, enabling the company to enhance customer service quality through better agent training, monitoring and rewards schemes. Focusing on these key areas supports First Choice’s major initiative to drive new sales and grow profits. A release shared that First Choice also benefits from Impact 360’s 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. The Impact 360 Quality Monitoring solution is leveraged by First Choice Group’s operators Hayes & Jarvis (long haul and worldwide holidays); Sovereign (the luxury accommodation operator); Citalia (the Italian holiday specialist); and Meon Villas (the luxury Villa operator). “We originally selected the Impact 360 solution as it made strategic sense to work with a single provider across crucial areas of our contact center operations,” said Mark Thompson, Channels Director, First Choice UK Specialist Division. He added, “The software allows us to monitor quality levels more accurately. It also provides full audit capability in order to maintain and develop correct trade relationships within the travel and leisure industry – all part of our new compliance drive.” “With Impact 360, we can create new and unique incentives for our agents, recognising for the first time the importance of team work in addition to individual achievements, and awarding it accordingly,” said Thompson.

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