Source: CRM Today 3/13/2007

USANA Furthers Global Focus

USANA originally implemented Witness Systems' workforce management software to automate, streamline and better manage the process of building staff schedules to meet customer and distributor demands. Because a large percentage of its agents are students from local colleges and universities, the company creates work schedules that take its agents' class schedules into account.

Immediate results revealed the ability to forecast accurately based on trends and improve morale and retention among the company's workforce with more equitable schedules, including time off. By reducing the amount of time spent on scheduling, USANA reports that Impact 360 has introduced a cultural change in its operations. The solution also has yielded new-found efficiencies for supervisors in the areas of monitoring adherence and handle times, as well as such high value activities as coaching staff.

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