CASE STUDY 1 Real-time, cloud WFM enables fast growth at Support Services Group. Support Services Group is a T exas-based business process outsourcing (BPO) partner that offers a wealth of services on behalf of clients in sectors as diverse as retail, restaurant, automotive and utilities. The company’s top priority is to develop strong partnerships with clients, acting as an extension of their brand. Support Services Group delivers different types of customer service including technical support, help desk services, e-commerce and return activities, B2B and B2C sales support in multiple languages and communication channels. T o do this, the organization operates a network of five contact centers located across the United States, Canada and Latin America where agents strive to d

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