Western Union's Agents play an instrumental role in delivering quality service that consumers have come to expect. Western Union and Brooks Eckerd Pharmacy have a shared interest in and commitment to exceeding these expectations.

Size in a market like California is very important to providing a service that is of high quality and affordable and provide it in the most efficient way.

Assuming you have a reasonable phone, the sound quality is better than a landline. We tested the service in customer test groups and had favorable results. We minimized the data feed--it's compressed as much as possible. It even works very well over narrowband.

We must continue to evolve to a low-cost industry that provides high-quality, cost-efficient service across the board. This should be at the top of our common agenda.

The quality of the merchandise has improved and...the service levels are very high.

Initially, the contact center was considered a service organization and was asked to do that as efficiently as possible. Quality monitoring as a contact center application is still very much involved in the initial goal of improving customer-facing processes. But importantly, it now has higher value for deriving customer intelligence.