Although the company's history spans 150 years, AGLC's customer care center is a relatively new operation that has evolved into a multi-media contact center.

Since implementing a new quality management initiative that includes our eQuality software, AGLC has enhanced its training program and improved productivity, producing a steady increase in quality scores.

• Increased quality scores by 22 percent
• Increased customer satisfaction by 11 percent
• Bolstered productivity and first-call resolution
• Enhanced training program