Call Center Services Featured Article
Impact 360 Coaching Now Available From Verint Systems
September 16, 2008
Verint (News - Alert) Systems has announced its new Impact 360 Coaching solution. This software is designed to help organizations enhance the customer experience by initiating, delivering and following up on personalized coaching sessions between employees and supervisors.
Impact 360 Coaching is offered as part of the Verint Witness Actionable Solutions product line and is the latest addition the company’s analytics-driven workforce optimization (WFO) suite.
This software is a synergetic contact center and enterprise learning solution that supports staff development, ongoing training and agent career pathing. It also provides such organizational focuses as employee retention and the drive toward sales and service excellence.
Impact 360 Coaching is designed to empower organizations to enhance employee performance and proficiencies through personalized coaching sessions triggered by the software’s native business integrations with key elements of WFO.
The solution ties together coaching with scorecards, key performance indicators (KPIs), quality evaluations, training and other benchmark metrics by introducing a true, more formalized one-on-one learning process. This helps employees to develop and enhance the skills they need to be more successful.
According to Senior Analyst Claire Schooley of Forrester (News - Alert) Research – in the firm’s report How to Create a Comprehensive, High-Impact Learning Strategy, May 2008 – “Workforce quality and productivity remain one of the most vital areas where an organization gets significant competitive differentiation.”
The Forrester Wave: Enterprise Learning Management Suites, Q1 2008, also by Schooley, stated, “This type of learning suite is quickly becoming a critical component of an organization's talent management efforts — from bringing new employees up to speed quickly to filling gaps in job role competencies to providing new skills development for career advancement.”
“More leading companies globally are seeking to instill an ongoing learning culture,” added Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, in a Tuesday statement.
“Impact 360 Coaching introduces an important component to what should be an ongoing, 360 degree approach to the learning process. In addition to quality scores, performance evaluations and desktop learning to advance skills and proficiencies, our coaching solution formalizes the one-on-one feedback loop between agents and managers, actively engaging and making both accountable.”
If performance results fall beneath a company’s established threshold, Impact 360 Coaching triggers coaching requests, or “events” through its rules-based engine. When a manager is notified, he or she can assign and schedule coaching sessions at the most opportune time, select the coaches and attach relevant information to the online coaching form.
Such a process helps to guide and expedite sessions, while also providing employees with specific examples of commendable behaviors and skills, along with those for improvement. Managers, coaches and employees can then enter comments about the sessions, and improvements can be noted and incorporated into performance reviews or future sessions.
Verint has done well to design a coaching package that not only addresses key areas within the call or contact center where training and coaching need to be key areas of focus, it also ensures that the solution caters specifically to this environment.
Verint Systems has built a strong reputation in the contact center industry by delivering solutions that anticipate and meet specific needs within this dynamic industry. This latest addition builds on this reputation and is likely to see rapid adoption as centers strive for agent performance improvement. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi
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