Sharrell Keane

The recently completed implementation of the Impact 360 workforce optimization solution across five Cabela's customer contact centers in Nebraska provides the retailer with quality monitoring, speech analytics, desktop and process analytics, performance management, eLearning and coaching and encryption management functionalities. The Impact 360 solution from Verint also offers Cabela's the ability to capture and analyze the quality of customer interactions, maximize resources, increase visibility into staff performance and advance payment security. The software can also help the retailer, known for its multi-channel strategy and execution, gain deeper insights into customers' wants and needs. "One of the main reasons we