Source: TMCnet 3/13/2007

USANA Improves Contact Center

USANA Improves Contact Center Efficiency with Witness Systems Workforce Management Solution

In its initial use of Witness Systems' software, USANA Health Sciences, Inc., a developer and distributor of health and nutritional products, has reported measurable results with far-reaching benefits. The company also recently upgraded to the Impact 360 Workforce Management solution. USANA focuses on developing and providing the highest quality, science-based health solutions and does business through its broad, global network of independent associates that distribute and sell its nutritional supplements, skin care and personal care products. To support its customers and distribution network, USANA operates several contact centers, including those in Salt Lake City and Tooele, Utah, where agents provide customer service in eight different languages. Witness Systems' workforce management software was originally implemented by USANA to automate, streamline and better manage the process of building staff schedules to meet customer and distributor demands. The company has a large percentage of students from local colleges and universities as agents and as a result, creates work schedules to take its agents' class schedules into account.

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