Case Study: USANA Health Sciences achieves 23% more calls handled and 8% higher service levels with Verint Systems' Impact 360 Workforce Management

USANA Health Sciences - Customer Case Study

USANA Health Sciences, a Salt Lake City–based nutrition and personal care company with roughly 100 contact-center agents across two Utah sites, struggled with time-consuming, spreadsheet-based scheduling. Heavy reliance on student agents with variable class schedules, limited supervisor visibility into agent activities, and first-come/first-served time-off requests made staffing inflexible and left little time for coaching; the centers narrowly missed their 80% service-level target, reaching about 78%.

By deploying Impact 360 Workforce Management, USANA centralized and simplified scheduling, introduced real-time adherence monitoring, and enabled project-specific time tracking while addressing agent concerns through training. The change freed supervisors for higher-value work and produced measurable gains: 23% more calls handled per week with just 1.5 added FTEs, an 8% rise in service levels, improved adherence, more equitable schedules, and the ability to allocate or bill hours to other departments.

USANA Health Sciences

Georgiann Hernandez

Workforce Management Administrator