AGL Resources Extends Deployment of eQuality Software from Witness Systems

ATLANTA - AGL Resources, Inc. announced that it has extended the deployment of Witness Systems' eQuality® performance optimization software by adding Witness Systems' e-learning and compliance recording solutions in the contact center operations of utility subsidiaries Atlanta Gas Light and Virginia Natural Gas.

Atlanta Gas Light has used Witness Systems' eQuality Balance and eQuality Evaluation solutions since 2000 to capture and evaluate customer interactions for coaching and performance feedback purposes to more than 150 customer service representatives (CSRs) across two sites.

The deployment of Witness Systems' e-learning solutions - eQuality Producer and eQuality Now - was part of a company-wide initiative to use technology to streamline business process execution, increase productivity and extend AGL Resources' business capabilities across the company.  In addition to implementing the e-learning modules in Atlanta Gas Light's Atlanta-based contact center operations, AGL Resources also deployed eQuality ContactStore in its Virginia Natural Gas center located in Norfolk.

Using eQuality Producer, Atlanta Gas Light is equipped to leverage agent/customer call recordings for hard and soft skill training with both new hire and tenured CSRs, all based on actual recorded customer interactions.  eQuality Producer also allows the company to respond to change by producing "disposable learning."

In addition to being able to create learning using these real-life scenarios, Atlanta Gas Light also had a need for a solution that would manage and deliver e-learning to its CSRs.  While Atlanta Gas Light has a corporate learning management system (LMS), its call center operations were not able to leverage best practice examples and disseminate training clips through the corporate LMS. 

eQuality Now was evaluated and selected by Atlanta Gas Light to serve as the contact center operations' e-learning management solution.  The solution identifies, schedules, and delivers training directly to the desktops of Atlanta Gas Light's CSRs for timely performance improvement, based on skill gaps identified through their performance scores in eQuality Evaluation. 

AGL Resources has implemented eQuality ContactStore - Witness Systems' customer interaction recording solution - in its Virginia Natural Gas center.  To comply with regulatory standards, the company needed the ability to capture 100 percent of calls coming in through its "leak line," which customers call to notify the company of potential gas leaks.