“Despite the accolades and growth, Cabela's continues to embrace the original philosophy that the customer is No. 1 - a philosophy instilled by company founders Jim and Dick Cabela. This dedication to the customer is just one of many reasons Cabela's is what the family always knew it could be - a dream come true.”i

Cabela’s is known as “the World’s Foremost Outfitter” of hunting fishing and outdoor gear. Cabela’s focus on customer service is has been a core value since the inception of the company. They have made the connection between the customers and their success, and have kept the company customer-centric in its values and operations. Cabella’s has recently completed the implementation of its Impact 360® solution across five contact center sites in Nebraska.  By implementing Impact 360 software from Verint*, Cabela’s will now be able to quickly access insights dealing with customer needs and wants, thus allowing for improved and VoC supported decision making on processes, products and services.  Amongst the list of benefits, the software will provide insight on quality of customer interplay, maximizing resources, clarity in staff performance and process efficiencies with the customer experience paramount.

“We were looking for much more than a technology solution. One of the main reasons we moved to Verint Impact 360 was to engage with a true workforce optimization partner. We found that through Verint’s unique ability to understand our business and objectives, they could map a solution most fitting to our needs,” says Sharrell Keane, director, customer relations, Cabela’s. “Verint’s reputation and vision, trusted advisor role, and unique suite were all key factors Cabela’s selection of Impact 360 as a go-forward part of our customer service operations.”ii

 

* Cabela’s purchased Verint Impact 360 in August 2011.

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