Case Study ON THE NICE SOLUTION ABOUT TELEFLORA The excitement of receiving a professionally arranged and hand-deliv- ered flower bouquet is a memorable event. For more than 81 years, Teleflora has been connecting consumers with florists to send flowers for special occasions. Headquartered in Los Angeles, Teleflora has more than 33,000 member and affiliated florists throughout the world. Teleflora manages its worldwide presence through multiple contact cen- ters in the U.S., Canada, Australia and offshore call centers in the Philippines. Two hundred thirty full-time agents staff the main contact center in Arkansas 24x7 . During peak holidays, such as Valentine’s Day and Mother’s Day, Teleflora increases staffing by over 300% to handle the massive surge in orders. Teleflora’s conta

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