CASE STUDY 1 Shopify grows and diversifies customer service with Calabrio. THE TIME HAD COME FOR SHOPIFY TO DITCH SCHEDULING THROUGH SPREADSHEETS AND AUTOMATE THEIR PROCESS. OVERVIEW Shopify is a complete commerce solution that allows you to set up a store to sell your goods online, in person, and through many other channels. It lets you organize your products, customize your storefront, accept credit card payments, track and respond to orders—all with a few clicks of the mouse. With over 600,000 stores, Shopify’s goal is to make commerce better for everyone. CHALLENGES • A primarily remote Support workforce, with agents all across the world. • Previous system of management of schedules through spreadsheets was taking too long to create. If a single person were to manage it, it

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