Support Services Group operates a network of five contact centers across the United States, Canada and Latin America. Its agents are a talented mixture of multiskilled people who serve all customers and queue types in English, Spanish and French, and strive to deliver first-class service on every call. In recent years, Support Services Group underwent a period of rapid expansion where the number of agents operating its international contact centers doubled, from around 150 to over 300. Most of these agents work full-time and handle a large number of voice calls and email interactions—an average of 5,000 to 8,000 on weekdays, 5,000 on Saturdays and 3,000 on Sundays. Their call durations can vary greatly—ranging anywhere from 3 to 15 minutes per call—due to the diversity of the organization’s client base. When their existing, complicated WFM platform failed to support Support Services Group’s large and complex contact center operations during this period of rapid growth, contact center leaders knew it was time to make a change. They needed to find a new, cloud-based platform that could support their unique business model—where shared agent teams use their varied skill sets to support multiple customer programs—and help drive the company’s future business expansion.
