ATLANTA–(BUSINESS WIRE)–Witness Systems (NASDAQ: WITS), a leading global provider of workforce optimization software and services, today announced that USANA Health Sciences, Inc. – a leader in the development and distribution of health and nutritional products – has reported measurable results based on its initial use of Witness Systems’ software, as well as through its recent upgrade to the Impact 360â„¢ Workforce Management solution.
With a focus on developing and providing the highest quality, science-based health solutions, USANA 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, it operates several contact centers – including those in Salt Lake City and Tooele, Utah, where agents provide customer service in eight different languages.
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.
“As an organization focused on providing the gold standard in customer service, Witness Systems’ solutions have had a definite impact in streamlining our contact center operations – enabling a more efficient scheduling and forecasting environment for supervisors and agents alike,� says Georgiann Hernandez, workforce administrator, USANA Health Sciences.
Recently, USANA moved from an earlier version of Witness Systems’ software to one of its packaged Impact 360 Workforce Management solutions, which includes scorecard functionality. Its initial use of Witness Systems’ software identified the ability to handle 23 percent more calls per week. USANA has since improved that metric to 26 percent more calls per week. Staff morale and retention are also higher. Further, Impact 360 has had a positive impact on service levels, with USANA experiencing an eight percent increase, along with the ability to enjoy the benefits of centralized forecasting and scheduling across its various contact center locations.
Adherence to schedule is another area in which USANA has experienced measured results. Explains Hernandez, supervisors can monitor adherence in real time through their browser. Customized event codes enable them to know exactly how time is being spent — a particularly useful feature in the Salt Lake City center, where agents periodically assist other departments with various functions, such as translations. “Depending on the project, we can track the hours of the department we’re helping and eventually bill back the time spent in support of their various activities.� Hernandez adds, “This gives management a clear picture of the scope of services being performed both inside and outside our contact centers – providing an additional view into the value our agents deliver to the bottom line.�
About USANA
USANA develops and manufactures high quality nutritionals, personal care and weight management products that are sold directly to Preferred Customers and Associates throughout the United States, Canada, Australia, New Zealand, Hong Kong, Japan, Taiwan, South Korea, Singapore, Mexico, Malaysia, the Netherlands, and the United Kingdom. More information on USANA can be found at www.usana.com.
About Witness Systems
Witness Systems (NASDAQ: WITS) is the worldwide leader in software and services that help businesses capture customer intelligence and optimize their workforce performance. The company’s Impact 360™ solution features quality monitoring, compliance and IP recording, workforce management, performance management, eLearning and customer feedback. Primarily deployed in contact centers – as well as the remote, branch and back offices of global organizations – the workforce optimization solution captures, analyzes and enables users to share and act on cross-functional information across the enterprise. With Impact 360, organizations can improve interactions and the underlying back-office processes that enhance the customer experience and build customer loyalty. For more information, visit us at www.witness.com.
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