Verint Impact 360 - Coaching - Adtech Global

Enterprise Intelligence SolutionsCoachingThe quality of service your organization deliversdepends on the skills of your employees. But inthe hectic environment that’s typical of contactcenters, branch offices, and other customer-facingareas of the business, supervisors often spendthe least amount of their time coaching andtraining staff.Impact 360 Coaching provides out-of-the-box workflow forautomatically scheduling, delivering, and tracking coaching.Now You Can:• Offer employees personalized guidance on how to improvetheir performance and extend their skills.• Help ensure visibility, accountability, and fairness in your staffdevelopment practices.• Provide a forum for collaboration and communication betweenemployees and supervisors.• Deliver better service to your customers.• Benefit from a lower total cost of ownership, greater returnon investment, and other advantages from a solution that’spart of the unified Impact 360 Workforce Optimization suite.Verint ® Systems can help. We offer Impact 360 ® Coaching ,a powerful solution that provides out-of-the-box workflow forscheduling, delivering, and tracking coaching that’s integratedwith individual quality monitoring evaluation scores and keyperformance indicators (KPIs). By tying coaching together withscorecards and training and making this information availableright on the desktop, Impact 360 Coaching can help yourorganization provide employees with better guidance on howto develop and enhance their skills.Impact 360 Coaching is included as part of our Impact 360Workforce Optimization and Impact 360 Quality Monitoring solutions. With Impact 360 Coaching, you can better coach yourstaff, gain a clearer picture of employee performance and supervisoreffectiveness, improve employee retention, and — ultimately —deliver better service to your customers.Assess and Improve PerformanceAlthough scorecards measure employee performance andcan show areas of strength or weakness, they don’t providethe personal guidance or encouragement individuals need toimprove or extend their skills.Impact 360 Coaching addresses this gap by leveragingscorecards, KPIs, evaluations, and other benchmarks totrigger coaching “events.” Using thresholds that you define foracceptable performance, Impact 360 Coaching automaticallysends an email or pop-up alert to the appropriate managerif an employee’s scores drop below the threshold.Managers can view coaching events for their teams and evenschedule coaching sessions proactively using Impact 360Coaching’s intuitive interface. Point-and-click fields make iteasy to set up meetings and attach relevant information tothe online coaching form, such as recorded interactions,KPIs, or evaluations. Managers can either deliver the coachingsessions themselves, or assign the coaching role to others.

Help Improve Employee Performance and RetentionDesktop alerts notify managers and employees when coachingsessions are added or scheduled, helping ensure that sessions areconducted in a timely manner. During the sessions, coaches canprovide one-on-one feedback that’s substantiated by the documentsor recordings attached to the coaching form. This not only helpsexpedite the sessions, but also provides employees with specificexamples of behaviors or skills that are commendable or needimprovement. The net result can be more objective, meaningfulsessions that can help employees better focus their efforts.At the conclusion of a session, coaches can enter their commentsinto the coaching form to underscore the key points covered duringthe discussion. Employees then have the opportunity to providetheir feedback on the session. Better still, coaches or managerscan assign — and monitor the completion of — specific trainingcourses or eLearning materials to help employees enhance theirperformance. Managers can even schedule follow-up sessions toreview the results of the coaching and incorporate their findingsinto future coaching sessions and performance reviews.Extend the Value from your Impact 360 SolutionsBecause Impact 360 Coaching is part of the unified Impact 360Workforce Optimization suite, it shares many of the same foundationservices, such as alerts, user administration, reporting, and more.Better still, it can help you receive extended value from your otherImpact 360 solutions, including:• Impact 360 Quality Monitoring — You can capture screensand recordings that show strengths or areas for improvement, andattach them to the Impact 360 Coaching form to provide examplesduring a coaching session.• Impact 360 Workforce Management — You can set up asession in Impact 360 Coaching, then use Impact 360 WorkforceManagement to help schedule it at the most opportune time.• Impact 360 Scorecards — You can use the KPIs in scorecardsto trigger coaching sessions.• Impact 360 eLearning — You can use Impact 360 ContentProducer to edit captured interactions into “learning clips”that can be assigned during coaching sessions. With Impact 360Lesson Management , employees can access their assignments— and managers can monitor completion — without ever leavingtheir desks.Make Coaching and Performance a PriorityImpact 360 Coaching can help your organization do more thanenhance performance — it can help improve morale and staffretention by making coaching sessions more objective, transparent,and actionable. Employees can gain a clearer understanding ofhow to improve their performance, extend their skills, and bepromoted. Human resources managers can factor performanceimprovements into salary and incentive programs. Executives candetermine how effectively their managers are delivering coaching.And the entire organization can benefit from making managersand staff mutually accountable for driving better performance andimproved customer satisfaction.Impact 360 Coaching – Part of the Impact 360Workforce Optimization SuiteImpact 360 Coaching is part of the Impact 360 suite of workforceoptimization solutions from Verint Systems. This patent-protected,fifth-generation suite brings together software and services forquality monitoring and recording, voice of the customer analytics,desktop and process analytics, workforce management, performancemanagement, eLearning, coaching, and more into a unified solutionfor analyzing customer interactions, improving workforce performance,and optimizing service processes.About Verint Enterprise Intelligence SolutionsVerint ® Enterprise Intelligence Solutions capture and analyzecustomer interactions, sentiments, and trends across multiplechannels, improve performance, and optimize the customer experience.The solution portfolio includes the Impact 360 ® Workforce Optimization suite and Voice of the Customer software for increasing customersatisfaction and loyalty, enhancing products and services, reducingoperating costs, and driving revenue.Verint. Powering Actionable Intelligence ® .Verint ® Systems Inc. (NASDAQ: VRNT) is a global leader inActionable Intelligence ® solutions and value-added services. Morethan 10,000 organizations in over 150 countries use our solutionsto improve enterprise performance and make the world a saferplace. For more information about Verint, visit www.verint.com.info@adtechglobal.com1-888-Adtech21880 McFarland Parkway, Suite 100Alpharetta, GA 30005www.adtechglobal.cominfo@verint.com1-800-4VERINT330 South Service RoadMelville, NY 11747 USAwww.verint.comUnauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document,Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice.Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marksreferenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. VMware and VMware Ready is a registeredtrademark or trademark of VMware, Inc. in the United States and/or other jurisdictions. All other marks are trademarks of their respective owners.© 2012 Verint Systems Inc. All Rights Reserved Worldwide. December 2012