Grand Pacific Resorts brings concierge-level service to vacation planning for timeshare owners and guests. With hand-picked resorts in California and Hawaii, its highly desirable timeshare properties deliver an unforgettable family vacation experience. Jeff Farr, Vice President of Revenue and T echnology, says “We pride ourselves on our relationship with our owners and guests. But it was clearly time to take our contact center to the next level in order to provide consistent and high quality service.” When Farr started at Grand Pacific Resorts in 2013, he was challenged with merging four different call handling operations into one state-of-the-art contact center to deliver concierge-level service. The task was colossal due to all of the issues that needed sorting out—from long w

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