Case Study: Atlanta Gas Light Company increases quality 22% and customer satisfaction 11% with Verint Systems' Impact 360

Atlanta Gas Light Company - Customer Case Study

Atlanta Gas Light Company (AGLC), the eighth largest U.S. natural gas distributor with about 1.8 million customers and a 250-agent contact center, needed a better way to ensure consistent, high-quality service across heavy seasonal call volumes and frequent three‑way calls. After finding basic monitoring tools insufficient, AGLC sought a solution to link quality with productivity, improve first‑call resolution, strengthen training, and capture critical emergency interactions.

AGLC implemented Impact 360’s multimedia recording (voice and desktop) with targeted monitoring and business rules for emergency lines, using recordings for coaching and classroom training. Within eight months quality scores rose 22% and customer satisfaction increased 11%; the program also boosted agent productivity, reduced handling times, improved first‑call resolution, and is being expanded to new hires and additional channels.

Atlanta Gas Light Company

Traci Bahsoon

Manager of Processes And Initiatives