Challenge For the service desk at Glazer’s, the annual enrollment period meant one thing—a flood of calls regarding password reset requests would come surging in. There were a number of reasons for the uptick in calls, but it was mainly because for many employees—like truck drivers who do not work in a traditional office setting—annual enrollment was the only time of year they were required to log in. Many employees missed the annual enrollment deadline because they couldn’t log in or get through to the service desk for support. To keep service levels stable throughout the annual enrollment period, Glazer’s needed to find a service provider that could quickly and easily scale to handle the projected 300 percent increase in calls, and onethat could also provide 24/7 support in Spani

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