Cabela's Implements Workforce Optimization Software to Enhance Customer Satisfaction

In search of a technology solution that would help Cabela’s Inc., gain additional value and acquire deeper insights into customer's needs, the specialty retailer decided to implement workforce optimization software across five contact center sites in Nebraska. Cabela’s is a direct marketer and specialty retailer of hunting, fishing, camping and relate outdoor recreation merchandise based in Sidney, Nebraska.

Regarded as the industry’s first fifth generation enterprise workforce optimization solution, Impact 360   has a proven track record of improving customer interactions in contact centers and also back-office business processes that impact the customer experience, according to company officials.

“Verint’s (News - Alert) reputation and vision, trusted advisor role, and unique suite were all key factors in Cabela’s selection of Impact 360 as a go-forward part of our customer service operations,” said Sharrell Keane (News - Alert), director, customer relations at Cabela’s.

In order to gain a competitive advantage, contact centers are moving beyond traditional quality monitoring and using intelligence derived from customer interactions to improve products and services. The Impact 360 solution is expected to enable contact centers assess how well agents interact with customers by tracking and analyzing employee performance using key performance indicators.

In combination with desktop analytics and Impact 360's inbuilt coaching functionality, employees are provided with vital information on how to develop and enhance their customer service skills and drive best practices across customer service operations.

In addition, other complementary functionalities help identify opportunities, improve efficiency, reduce costs, increase security, review and analyze content so that agents can get at the root causes of customer perceptions and improve customer experience and gain greater value.

Armed with these capabilities, Cabela’s is expected to be well positioned to focus not only on improving customer experience but also be able to offer a wider range of products at competitive prices. Recognized as the world's foremost outfitter, the software is expected to pave the way for a continuous cycle of performance improvement

In other industry news NICE, a provider of intent-based solutions has been named the winner of the Spring 2012 Technology Services Industry Association STAR (News - Alert) award for demonstrating an organizational commitment to and record of achievement in enriching the customer experience. NICE contact center workforce optimization enables organizations to measure, manage and motivate frontline employees to consistently deliver their best performance during customer interactions.